Zain Youth - Consumer Sales

About the Role Job Purpose:

To assist customers in terms of selling, collection and customer care in compliance with ZAIN BH sales guidelines, business processes and procedures.

Main Duties \& Responsibilities:

• Build customer's trust in the services and products offered by Zain.
• Provide personalized customer service of the highest level.
• Ability to work as part of a team- to achieve performance metrics.
• Identify areas of improvement in complaints and service requests handling processes applied at all touch points.
• Convey practical feedback on customer experiences for all products and services to product owners for enhancement and development.
• Sell Products and Services (Post-paid and prepaid lines, handsets, accessories, vouchers...etc.) and all kinds of after sales services for existing and new customer.
• Develop product knowledge by keeping up to date with service and product offerings.
• Check and report challenges related to shop look and maintenance.
• Manage the opening and closing of shops in coordination with the team leader.
• Deliver and dispatch stock and handle stock count regularly in coordination with the team leader.
• Respond to customer enquiries, finding the correct answers by consulting systems, help desk and other records.
• Assist subscribers in maintaining/updating customer accounts, billing enquiries \& collect payments.
• Manage inventory at point of sale, ensuring secure storage and assisting in reconciliations.
• Collect payments from customers in a secure and orderly manner.
• Handle issues and customer complaints, solving problems, logging complaints in system and escalating the issues to management / Help Desk when appropriate.
• Handle and count cash and other payments, responsible for their reconciling payments against system records daily.
• Collect and verify required documentation, such as ID, forms, and receipts. Hand them over to the team leader at end of shift
• Continuously improve own performance in order to meet and exceed targets and objectives.
• Ensure compliance with all applicable policies \& regulatory requirements on Information Security
• Perform any other related tasks as assigned or needed.

Core Competencies* Effectively communicate by listening actively, share relevant information with others and interact with others to establish fair and effective relationships. * Identify customer's requirements correctly, exceed customer expectations and act proactively for ensuring customer satisfaction * Ability to develop cooperation and teamwork while working toward solutions that generally benefit all parties * Capacity of recognizing owns feelings and those of others for motivating ourselves and managing emotions well in ourselves and in our relationships.

Functional Competencies* Customer Focus. * Selling skills. * Products and Services knowledge. * Relationship Management. * Negotiation skills.

Qualifications and Experience* University student (2nd year and above) or a fresh university graduate. * Experience in any related field is a plus. * Fluent in both Arabic and English. * Able to work full time on shift basis.