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Officer - Back Office
ZainCash
Full-time
On-site
Baghdad Baghdad Governorate Iraq
Job
summary:
Processing and Submitting the Customer Complaints & Inquiries:
Address customer Complaints
Assist with Issue Resolution:
Investigate and resolve customer complaints, issues, or concerns in a professional and timely manner.
Utilize problem-solving skills to identify root causes and offer appropriate solutions.
Provide Technical Support:
Guide customers through step-by-step instructions to resolve technical problems or escalate to specialized support teams when necessary.
Follow-Up and Follow-Through:
Follow up on customers’ issues & Complaints to ensure satisfaction after issue resolution.
Monitor ongoing issues and ensure timely follow-up until resolution, keeping customers informed throughout the process.
Maintain Quality Standards:
Adhere to established quality standards and service level agreements (SLAs) for response times, resolution times, and customer satisfaction.
Continuously strive to improve service delivery and exceed performance targets.
Managing Repeated Customer Issues:
Track and analyze recurring issues reported by customers.
Coordinate with relevant teams to implement permanent solutions and prevent repeat complaints.
Customer Experience (EX) Ownership:
Take full responsibility for ensuring a positive and seamless customer experience across all touchpoints.
Proactively identify gaps in the customer journey and suggest improvements.
Collaborate with other teams to implement enhancements that support overall customer satisfaction and loyalty.
Bachelor’s Degree
Minimum of 2–3 years in customer service, technical support, or a related customer-facing role.
Experience in handling complaints and working within service level agreements (SLAs) is a plus.
Strong communication skills (verbal and written) in both English and Arabic.
Excellent problem-solving and conflict-resolution skills.
Ability to remain calm and professional under pressure.
Good understanding of customer service tools, CRM systems, and basic technical troubleshooting.
Attention to detail and ability to follow up on open cases effectively.
Team player with a proactive attitude and a customer-first mindset.
Apply now
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