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Job Description

ZAIN6446 - B2B Contact Center Officer

About Zain Saudi Arabia:

Zain KSA is the newest player in Saudi Arabia’s mobile telecommunications market, having commenced commercial operations in August 2008. As of 31 March 2018, the operation served 8.4 million customers and had extended its network coverage to 92% of the population via a network of over 8,717 sites. Through its state-of-the-art 4G LTE network, the ever-evolving operator is striving to become the Kingdom’s preferred choice for voice, data and other telecommunications services. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Saudi Arabia the most dynamic products and services. The basis of Zain Saudi Arabia’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired majority-Saudi workforce, the company is committed to employing high caliber people as well as nurturing the finest Saudi talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain KSA please visit


The jobs in this level are responsible for answering simple customer complaints and questions and providing information on simple products and services. They are also responsible for escalating complex cases and ensuring customers are served in a timely manner.



Implement the contact center Management policies and procedures
Carry out assigned activities in specified area with direct supervision


Customer Service :

Answer simple consumer customers complaints / questions to ensure fulfillment of customer requests in a timely and efficient manner
Provide customers with information on simple products and services, explain about latest Zain’s offers and promotions and support customers to choose their best adequate plan
Upsell / cross sell products to increase sales and revenues generated
When needed, escalate complex cases and make sure customers are served efficiently and on time
Maintain professional and courteous communication / quality of service with customers at all times to maintain Zain’s professional image


Teamwork and Cooperation Management :

Liaise with other team members to build effective working relationships and identify synergies


High school or Diploma

No years of experience required


Behavioral Competency       Level
Teamwork and Cooperation   Basic


Technical Competencies   Level
Office Administration         Basic
Communication Skills         Basic


Zain Saudi Arabia

Job Group

Wholesale and Roaming


Riyadh - Saudi Arabia

Contract Type

Full Time

Closing Date


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