Zain Group in Khartoum, Sudan announced a new internship opportunity as Contact Center Agent. As Contact Center Agent (Trainee) in Zain Sudan, the intern will be required to provide customers with prompt, professional and accurate information and service in a single call with the objective of always delivering consistent world-class customer experience. Also, the intern will be responsible for recognizing opportunities to up-sell and cross-sell to their customers by developing first-class customer relationships.
Key Responsibilities:
The intern main key tasks & duties will be :
- Agree and strive to consistently deliver to individual and team performance objectives.
- Monitor own progress against personal development plan.
- Quickly and efficiently able to input, update, delete, add, amend customer data into Zain’s customer database
- Operate Technology applications such as the Internet, Intranet, email and windows applications with + or – 5% keystroke errors.
- Handle incoming customer calls using a variety of Contact Center technologies and telephony platforms
- Deliver to sales targets through upselling and cross-selling
- Handle customer queries, complaints, and concerns in a professional manner.
- Escalate customer calls to Contact Center Supervisor/Manager in line with business rules.
- Manage recognition and rewards programs linked to customer satisfaction measures.
- Maintain Contact Center standards for customer service levels.
- Ensure compliance with all applicable policies & regular requirements on Information security
Required Qualifications:
The intern will be required to have :
- B.Sc or Diploma degree is essential.
- Good understanding of Mobile Telecommunications desirable.
Required Skills:
- Highly developed communication and reporting skills (verbal and written) in both Arabic & English.
- Highly developed skills in the use of relevant IT packages including MS Projects, Excel. Word, PowerPoint, etc.
- Self-confident and a team player.
- Adapts well to change and work under pressure with different shifts and work environments.
- Conflict handling and resolution skills.
- Ability to work on a shift basis.
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