749 Helpline Support jobs in Bahrain

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Customer Support: Managing incoming calls, addressing customer inquiries, and providing accurate information regarding products and services. The agent should listen to customers actively and offer solutions based on their needs.

Issue Resolution: Identifying and resolving customer complaints efficiently and effectively while maintaining a positive customer experience.

Data Entry and Documentation: Recording and documenting interactions accurately in the customer relationship management (CRM) system for follow-up and quality assurance purposes.

Product Knowledge: Maintaining up-to-date knowledge of product offerings, policies, and procedures to provide accurate and relevant support to customers.

Collaboration: Working with team members and other departments to ensure seamless service delivery and escalate issues as needed to ensure customer satisfaction.

Performance Metrics: Meeting or exceeding daily, weekly, and monthly performance goals and targets related to calls handled, customer satisfaction, and first call resolution rates.

Requirements

• High school diploma or equivalent is required; a degree in a related field is a plus
• Prior experience in a customer service or call center role is preferred
• Strong communication skills, both verbal and written
• Ability to handle stressful situations and manage customer expectations effectively
• Proficient in using computer systems and CRM software
• Fluency in Arabic is preferred; knowledge of English is an advantage

• Seniority level Entry level

• Employment type Full-time

• Job function Information Technology
• Industries IT Services and IT Consulting

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Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly.

Job Purpose: To assist customers by answering and responding to their inquiries, questions, and complaints with the highest degree of courtesy and professionalism to achieve customer service business objectives.

1. Answer inbound calls to assist customers who have specific inquiries.
2. Build customer trust in the services and products offered by Zain.
3. Provide personalized customer service of the highest level.
4. Treat people with respect under all circumstances, instilling trust in others based upon the values of the organization.
5. Demonstrate dependability by following instructions, taking responsibility for actions, and keeping commitments.
6. Work as part of a team to achieve performance metrics.
7. Assist customers with all issues and escalate them to management appropriately.
8. Update job knowledge by studying new product descriptions and participating in educational opportunities.
9. Identify areas of improvement in complaints and service request handling processes applied at all touch points.
10. Convey practical feedback on customer experiences for all products and services to product owners for enhancement and development.
11. Perform any other related duties as assigned or needed.

1. Understanding individual differences of customers.
2. Good verbal communication (well spoken, clear voice, high volume, good use of tone).
3. A sound knowledge of telephone etiquette.
4. Listening skills (ask the right questions, listen carefully, and take note of the client’s individual needs).
5. Language abilities (English – Arabic); Urdu is a plus.
6. Computer skills (Microsoft Office Basic).
7. Effectiveness in customer retention.
8. Effectiveness in issue resolution, decision making, change control, and risk management.

1. University student (2nd year and above).
2. Experience is a plus.
3. Able to work full time on a shift basis.

If you meet the criteria and are enthusiastic about the role, we welcome your application. To complete the application, you will need the following document(s):

Date: 12 May 2025

Company: Air Arabia PJSC (G9)

Location:

Manama, AE

Country: AE

Job Purpose
To support the Contact Center across the network by handling inbound customer calls, providing information on products and services, processing reservations, modifications, cancellations, and promoting additional services to maximize sales and enhance customer experience. Ensure productivity aligns with company policies and standards.

Key Responsibilities

1. Handle customer inquiries, requests, and complaints positively, reflecting the company's branding and quality standards.
2. Respond to calls promptly and accurately, maintaining a positive company image.
3. Provide accurate information about products and services; process bookings, modifications, and cancellations.
4. Handle complaints, identify issues, and provide immediate solutions.
5. Escalate complaints when necessary and follow up on actions taken.
6. Promote products and services through cross-selling to meet sales targets.
7. Convert lead calls to sales agents and follow up to ensure effective response.
8. Support team operations, ensuring maximum productivity and cooperation.
9. Achieve key performance indicators related to customer satisfaction, service levels, quality, and productivity.
10. Participate in learning new initiatives to improve performance.
11. Perform additional duties as assigned by the supervisor.

• High School/Diploma or equivalent.
• Proficiency with technology tools such as Microsoft Office.
• Fluent in English and Arabic; non-Arabic speakers considered with approval.
• No hearing or speech impairments.

• No prior experience required; any experience is an advantage.
• Understanding market trends and customer care solutions.
• Effective communication skills for sales and marketing.
• Ability to understand and direct customer issues appropriately.
• Capacity to work long hours and under pressure.
• Ability to handle difficult situations and customer complaints.
• Ability to contribute to business strategies and KPIs.

• To assist customer by answering and responding to his inquiries, questions and complaints with the highest degree of courtesy and professionalism to achieve customers services business objective.
  
  

• Answer inbound calls to assist customers who have specific inquiries.
• Build customer’s trust in the services and products offered by Zain.
• Provide personalized customer service of the highest level.
• Ability to treat people with respect under all circumstances, instill trust in others beside upon the values of the organization.
• Dependability to follow instructions as well as take responsibility for their actions and also keep commitments.
• Ability to work as part of a team- to achieve performance metrics.
• Assist customers with all issues and escalate them to management appropriately.
• Update job knowledge by studying new product descriptions; participating in educational opportunities.
• Identify areas of improvement in complaints and service requests handling processes applied at all touch points.
• Convey practical feedback on customer experiences for all products and services to product owners for enhancement and development.
• Performs any other related duties as assigned or needed.
  
  

• Understanding Individual Differences of Customers.
• Good Verbal Communication (Well Spoken-Clear Voice-High Volume Good use of Tone).
• A sound knowledge of telephone etiquette.
• Listening Skills (Ask the right questions- Listen carefully and take note of the client’s individual need).
• Language Abilities (English – Arabic) - Urdu is a plus.
• Computer Skills (Microsoft Office Basic).
• Effectiveness of customer retention.
• Effectiveness of issue resolution/decision making/change control and risk management.
  
  

• University student (2nd year and above).
• Experience is a plus.
• Able to full time on shift basis.
  
  

• Resume/CV

• Provide first-line technical support to customers experiencing issues with our software products.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and diagnose software-related problems, guiding customers through step-by-step solutions.
• Escalate unresolved issues to higher-level support teams or relevant departments.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Educate customers on product features and functionalities to enhance their user experience.
• Identify trends in customer issues and provide feedback to the product development team.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Continuously update knowledge base articles and FAQs based on common customer issues.
• Participate in ongoing training to stay current with product updates and support procedures.
• Assist with testing new software releases to identify potential bugs or usability issues.

• High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
• Proven experience in customer service or technical support, preferably in the software industry.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with computer systems and common software applications.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patient, empathetic, and customer-oriented attitude.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with CRM software and ticketing systems is desirable.
• Familiarity with troubleshooting methodologies.

• Lead, coach, and develop a team of technical support specialists to deliver outstanding customer service.
• Manage daily operations of the customer service and technical support department, ensuring efficiency and effectiveness.
• Develop and implement policies, procedures, and service standards to enhance customer satisfaction.
• Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
• Handle escalated customer complaints and complex technical issues, providing timely and effective resolutions.
• Analyze customer feedback and support trends to identify areas for service improvement and product enhancements.
• Collaborate with product development and engineering teams to address customer issues and improve product usability.
• Develop and deliver training programs for new hires and ongoing professional development for the team.
• Manage and optimize the use of customer support software and tools.
• Ensure compliance with company policies and procedures.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service management, with a significant portion in a technical support environment.
• Proven leadership and team management skills, with the ability to motivate and develop staff.
• Excellent communication, interpersonal, and problem-solving abilities.
• Strong understanding of customer service principles, metrics, and best practices.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and ticketing systems.
• Ability to analyze data and identify trends to drive service improvements.
• Customer-focused mindset with a passion for delivering exceptional experiences.
• Experience in the IT or technology sector is highly desirable.