Job closed
Ref: MP237-95
Job description / Role
To Insure the Customer Service-centricity in Retail.Customer experience
* Develops deep understanding of customer needs/insights for the development of Retail Customer Service.
* Ensures competitive analysis of the Retail experience.
* Ensure the Retail experience substantiates our brand differentiation strategy.
* Implement the key changes on Retail to achieve the ultimate customers' delight and experience.
Leadership and teamwork
* Provide inspirational leadership and coaching across the organization to deliver Customer Service outcomes in Retail.
* Create an environment responsive to rapid changes in Retail and Customer Service.
* Actively manage relationships and alignment with Sales and Commercial.
* Thought leadership to develop a Best in Class Face to face customer service.
* Develop individuals within the team with real-time coaching, feedback and timely career and succession planning, ensuring that each individual has a documented personal development plan.
Governance
* Set up and manage a Governance framework for the delivery of products and services.
* Establish the appropriate steering and working committees aligned with IT, Sales and Marketing.
* Manage with sales and customers service teams to create a list of strength in both areas.
Innovation and change
* Take a deep interest in new technologies and emerging global service delivery trends and their relevance to zain Retail and Customers Service approach.
Requirements
* Minimum, Bachelor in Business or related fields.
* A minimum of 6 years' experience Retail or Customer Service, including 2 years in managerial level.
* Excellent command of both written and verbal Arabic and English.
* Relevant experience in the telecommunications sector.
* Strong coaching and team building experience.
* Strong interpersonal communication skills.
* Strong Analytical skills.
About the Company
Zain is the newest player in the mobile telecommunication market of Saudi Arabia. We strive to become the preferred choice for voice, messaging, multimedia, call management, data and other services in the Kingdom. Building on the expertise of the Zain Group and the insights of our local team, we are building a trusted and effective telecommunication provider for the largest country in the Middle East.