القائمة الرئيسية

الصفحات

 


We are looking to hire a Support Unit & Quality Team Member who will be responsible for creating customer focus culture with an excellent level of service through capitalizing on the advisor's communication skills and strengths to enhance customer satisfaction. Channeling customer’s preferences, feedback, and observations to enhance overall satisfaction. Report progress and come up with a solution to enhance quality process on monthly basis In quality and timely manner Ensure end-user satisfaction, monitoring and evaluating Customer Service advisors performance and knowledge periodically, as well as ensuring adherence to policies, procedures, and standards of Zain.

Main tasks will include but will not be limited to:

  • Designing and maintaining Interactive Voice Response (IVR) applications and systems from an end-user standpoint, providing adequate scripts, designs, and developmental initiative, following up on the systems and applications installation and upgrades with related technical departments, in addition to proactively monitoring them to ensure their effectiveness and smooth flaw of process and achieve customers satisfaction.
  • Updating Customer Care internal systems and applications’ content such as adding new products/ services, removing expired offers...etc., and conducting developmental proceedings to achieve bettering service levels.
  • Monitoring and evaluating Customer Service Advisors, Credit & Collection, External lawyers, corporate account managers, and sales representatives' correspondence to complaints, perceiving spotted trends in customer complaints, identifying root causes for reoccurring complaints, and subsequently recommending solutions and improvements.
  • Ensuring Customer Service Advisors adherence to the set procedures, processes, and standards, spotting deviations from such, and subsequently recommending the appropriate corrective action.
  • Participating in identifying training and development needs for Customer Service Advisors, selecting courses according to employees’ needs, skills, and department requirements, as well as coordinating training schedules and logistics matters.
  • Assessing Customer Service Advisors' knowledge of Zain’s products, services, and offers, as well as assessing their knowledge after the completion of training courses to ensure they have received correct and complete knowledge.
  • Providing newly hired employees in Sales representatives with required training and informing them of evaluation criteria and areas of concentration.
  • Suggesting and recommending process and knowledge improvements, ensuring preparedness for new technological and developmental schemes, and embracing new bettering initiatives.
  • Supporting Zain’s culture of integration among Sales representative employees, through planning and coordinating diverse engaging activities.
  • Providing collectors & account holders with customer’s invoices to ensure the collection & payments through E-Bill invoices ( All CDs invoices copy write).
  • Performing other duties related to the job as assigned by the direct supervisor.
  • Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures, and sampling process
  • Prepares quality documentation and reports by collecting, analyzing, and summarizing information and trends including failed processes, stability studies recalls, corrective actions, and re-validations.
  • Applying Customer Care procedure, and following up customer complaints.

What Do You Need to Qualify

To be shortlisted for the position, you will need to comply with all of the below requirements:

  • Bachelor’s degree in Industrial Engineering or any related field.
  • Minimum 1 Year of relevant experience
Technical Skills:
  • Experience in analysing and reporting data
  • Knowladge in Retail Industries' Quality
  • ISO certificates is preferred

للتقديم من خلال الضغط على الصورة
ردود الفعل:

تعليقات