As at December 31, 2005 the operation had 1.434 million active customers -maintaining a 60% market share while the total penetration rate of mobile customers in Kuwait is approaching 90% of the total population.

ZAIN is the first mobile operator in the Middle East (1983), in September 2002-ZAIN entered into a Partner Network Agreement with ZAIN, the world's leading mobile community creating ZAIN Kuwait.

Our business is one of innovation, development, technical change and refinement. Demand is growing all the time, not simply for the services we already provide, but for greater and more diverse services and even higher quality performance. Our pace is fast, our rewards high, our work a constant challenge.

Your job profile will include, but not limited to the following:

• Greet customers in a courteous, friendly and professional manner.
• Actively listen to the callers to assess and clarify service needs.
• Own and manage the customer relationship, resolving calls in an efficient and timely manner.
• Stay current on products, services, promotions, procedures and terminology.
• Secure customer satisfaction in every interaction in a professional manner.
• Provide the ZAIN private customers with the excellent service and support.
• Fulfill private customer needs for new products and services.
• Fulfill individual and tam based performance parameters (KPIs).
• Handle and resolve all calls from private customer on the general access number.
• Suggest sales to customers by introducing products (especially new products).
• Resolve all wrap-up tasks that do not require escalation involvement, including:
• Up-date customer data and interaction history.
• Handle all subscription changes and activation or additional services that can be done within the given authority.
• Escalate problems that can not be resolved following authorities, procedures and knowledge limitation.
• Fill out handover reports for next shift.
• Receive customer response to marketing campaigns and escalate sales leads to special categories team when it comes to DAR, Corporate & Government customers
• Process payment transactions.
• Fill complaint forms if it can’t be solved on the spot.
• Fill feedback for knowledge, when required.
• Contribute to a continuous maintenance and optimization of processes and procedures.
• Participate in training and share knowledge and experience with co-workers.
• Participate in project activities on an ad-hoc basis.
• Carry out other tasks and assignments that are deemed within the employee competency.
• Participate in team meeting and other meetings when required.
• Adhere to the Company policies and procedures.
• Report own vacations and sick leaves according to procedure.

The ideal candidate will possess relevant work experience in a similar field.

Successful candidates will possess a Diploma or Bachelor degree from a reputed University.

• Sound knowledge in essential computer applications.
• Strong command both in Arabic & English language.
• Strong verbal communication skills.
• Customer service oriented.
• Team Player.
• Capability to work under pressure.
• Perfect negotiation skills.
• Ability to demonstrate a positive, enthusiastic and friendly attitude.
• Trouble shooting skills.