Job Opportunity as a Contact Center Agent at Zain Sudan 2018

Zain Sudan is looking for Contact Center Agent (Trainee) to provide customers with prompt, professional, and accurate information and service in a single call with the objective of always delivering a consistent world class customer experience.  Also, the candidate will be responsible for recognize opportunities to up-sell and cross-sell to their customers through developing first class customer relationships.

Responsibilities:

[1] Agree and strive to consistently deliver to individual and team performance objectives.

[2] Monitor own progress against personal development plan.

[3] Quickly and efficiently able to input, update, delete, add, and amend customer data into Zain’s customer database.

[4] Operate Technology applications such as Internet, email and windows applications.

[5] Handle incoming customer calls using a variety of Contact Centre technologies and telephony platforms.

[6] Deliver to sales targets through up-selling and cross-selling.

[7] Handle customer queries, complaints, and concerns in a professional manner.

[8] Escalate customer calls to Contact Centre Supervisor/Manager in line with business rules .

[9] Manage recognition and rewards programmes linked to customer satisfaction measures.

[10] Maintain Contact Centre standards for customer service levels.

[11] Ensure compliance with all applicable policies and regular requirements on Information security.

Requirements:

[1] B.Sc or Diploma degree.

[2] Good understanding of Mobile Telecommunications desirable.

[3] Highly developed communication and reporting skills (verbal and written) in both Arabic and English .

[4] Highly developed skills in use of relevant IT packages including MS Projects, Excel, Word, PowerPoint, etc.

[5] Self confident and team player.

[6] Adapts well to change and work under pressure with different shifts and work environments.

[7] Conflict handling and resolution skills.

[8] Ability to work on shift basis.