Officer - Back Office

18 hours ago

Baghdad, Baghdad, Iraq ZainCash Full time

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.

Requirements

  • 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.

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