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1- ZAIN4964 - Pricing & Business Intelligence Team Member
WHAT
Participate in conducting thorough research studies and analysis from different sources and through different research tools covering all market segments, and compiling the gathered data into useful reports utilized in product development and decision making process, in addition to fulfilling the research and data requirements of marketing and business development related entities.
HOW
You will be responsible for :-
- Participating in conducting thorough research studies and analysis and preparing reports to fulfill the needs of marketing, business development and other departments, which include market share and value share analysis, international network analysis, consumer behaviors, revenue forecasting, product positioning and pricing, Key Performance Indicators (KPIs), trends, and others.
- Assisting in researching and acquitting insights about the new products, services, and offers developed by international counterparts in the telecommunication sector, and preparing reports with findings.
- Developing and distributing market research questionnaires/ surveys, in addition to extracting, analyzing and presenting results in useful reports in order to utilize them in product/ service development and improving current products/ services.
- Assisting in preparing, tracking, monitoring, and identifying trends in daily KPIs and monthly dashboards for marketing and commercial functions.
- Understanding and analyzing developed concepts, studying the financial impact of potential products and developing comprehensive business cases/ models as part of the roadmap development.
- Participating in preparing reports that fulfill the data requirements of the management, Group and Telecommunication Regulatory Commission (TRC).
- Performing post launch analysis on new launched products and identifying gaps between expected and achieved results.
- Establishing and maintaining relationships with external research providers and communicating Zain’s requirements.
- Performing Analytical troubleshooting activities for existing and newly developed Zain products.
- Providing support in calibrating and overseeing the research efforts within marketing and business development departments, and maintain a research database in order to minimize duplicated research efforts.
- Performing other duties related to the job as assigned by the direct supervisor.
WHAT DO I NEED?
- Bachelor’s degree in Industrial Engineer, Business Administration, Marketing, or related field.
- You shall have 2 years of relevant experience.
Soft Skills
- Analytical Thinking
- Commitment to Excellence
- Data Analysis
- Design and development Techniques
- Customer Centricity
- Innovation
- Follow up & Coordination
- Accountability and commitment
- Research & Data Gathering
2- ZAIN6245 - Call Center Representative
WHAT
Handling various types of customer correspondences through various communication channel such as phone calls, text messages, social media…etc in a professional convivial manner while adhering to set policies, procedures and required quality of service, ensuring achieving Key Performance Indicators (KPIs) to ensure customers satisfaction, in addition to carrying out necessary actions in order to provide customers with complete and correct responses to their enquiries, resolving their problems and handling their complaints.
HOW
- Handling various types of customer correspondences through inbound calls, outbound calls, Messages, multimedia channels, and/ or other ways of interactions in a professional and convivial manner while adhering to quality standard and service levels to maintain customer satisfaction.
- Promoting and maintaining vigorous and positive corporate image and identity during interactions with customers.
- Facilitating the interaction of Zain with its customers by answering customers enquires and resolving their problems through comprehensible guidance, recommending proper solution(s), and proposing adequate enlightenments in a timely and effective manner.
- Representing a sound understanding and consciousness of customers' enquiries, conflicts, perceptions, concerns and suggestions through deriving efficient reciprocal correspondences and sympathizing with customers without compromising on Zain's policies, standards and procedures.
- Contacting and transferring correspondences to concerned parties in order to resolve and follow up on customer enquiries and conflicts by following related policies and procedures.
- Conducting campaigns with various purposes such as research, customer satisfaction and retention ...etc, aiming at enhancing customer’s experience and their loyalty to Zain.
- Participating in the training of newly hired Customer Service Advisors, providing them with guidance and awareness regarding Zain’s policies, standards and procedures in general and the Customer Service Center in specific, as well as advising them about optimal service quality level that have to be followed to achieve high performance results.
- Promoting Zain’s current and new offers, products, and services by approaching customers in a professional manner, gaining their interest, and perceiving their preferences and necessities in order to provide them with the right offers that match their needs.
- Performing other duties related to the job as assigned by the direct supervisor
WHAT DO I NEED?
*You will be required to have Bachelor’s degree in any of the below majors:
- Business Administration.
- Accounting.
- Marketing.
- Telecommunication Engineering.
- Industrial Engineering.
- Information Technology fields (CS, MIS, BIS, Software Engineering, Computer Engineering).
*Only Males are required due to night shifts.
Soft Skills
- Highly level of communication skills.
- Hardworking and can work under pressure.
- Customer Centricity.
- Good team player.
- Self motivated.
- Accountability and commitment.
- Ability to work on shift bases.