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E- Channel Specialist

ZAIN2406 - E- Channel Specialist


Business Unit: Zain Saudi Arabia Division: Customer Services
********: Saudi Arabia - Riyadh Closing Date: 06-Jul-2012

Basic Purpose::

Handling day to day activities related to Zain SA's IVR. Initiating new projects and features on the IVR.


Main Duties & Responsibilities::

Analyze customer behavior and call reasons and come up with inititives to reduce the call volume.
Managing the relationship with the recording agency and handling invoices and payments
Initiate new IVR features to enhance overall customer experience.
Review periodic reports to recognize customer behaviors and take decisions regarding them.
Prepare business requirements and liase with IT to deliver the requirements on time and according to the specifications
Prepare voice scripts for IVR
Prepare training material for the frontliners about the IVR tree and features.

Minimum Requirements::
- Relevant Experience In Years: 2 Years
- Educational Level: Bachelor Degree
- Specialization: Computer Science/Information Technology
- Required Languages: URdu & English

Competencies and Skills::
Functional Competencies:

Familiarity with IVR systems (Cisco specifically)
Ability to design workflows in Visio
Ability to handle new projects involving multiple parties
Other Skills:

Good communication skills
Planning and organization
Urdu Speaking

لتقديم http://careers.zain.com/careers/zain...acancyID=46808

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