About the Role **Job Purpose:** * To assist customer by answering and responding to his inquiries, questions and complaints with the highest degree of courtesy and professionalism to achieve customers services business objective. **Main Responsibilities \& Duties:** * Answer inbound calls to assist customers who have specific inquiries. * Build customer's trust in the services and products offered by Zain. * Provide personalized customer service of the highest level. * Ability to treat people with respect under all circumstances, instill trust in others beside upon the values of the organization. * Dependability to follow instructions as well as take responsibility for their actions and also keep commitments. * Ability to work as part of a team\- to achieve performance metrics. * Assist customers with all issues and escalate them to management appropriately. * Update job knowledge by studying new product descriptions; participating in educational opportunities. * 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. * Performs any other related duties as assigned or needed. Core Competencies* Understanding Individual Differences of Customers. * Good Verbal Communication (Well Spoken\-Clear Voice\-High Volume Good use of Tone). * A sound knowledge of telephone etiquette. * Listening Skills (Ask the right questions\- Listen carefully and take note of the client's individual need). * Language Abilities (English \- Arabic) \- Urdu is a plus. * Computer Skills (Microsoft Office Basic). * Effectiveness of customer retention. * Effectiveness of issue resolution/decision making/change control and risk management. Qualifications and Experience* University student (2nd year and above). * Experience is a plus. * Able to full time on shift basis.