703 Service Center Management jobs in Bahrain

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.

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

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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

• Master's degree in Business Administration, Operations Management, or a related field.
• Minimum of 10 years of progressive experience in operations management, with at least 5 years in a senior leadership role.
• Proven track record of optimizing operational efficiency and reducing costs.
• Strong knowledge of supply chain management, lean manufacturing/operations, and quality management systems.
• Demonstrated ability in strategic planning, budgeting, and P&L management.
• Excellent leadership, team-building, and change management skills.
• Proficiency in using operational analytics and ERP systems.

• Develop and implement strategic operational plans to achieve business objectives.
• Oversee and manage all day-to-day operations, ensuring efficiency and productivity.
• Lead, mentor, and develop operations management teams and staff.
• Manage departmental budgets, P&L, and control operational costs.
• Optimize supply chain, logistics, and inventory management processes.
• Ensure compliance with all relevant regulations, standards, and policies.
• Drive continuous improvement initiatives and implement best practices.
• Monitor operational performance using key performance indicators (KPIs).
• Identify and implement new technologies and systems to enhance operational efficiency.
• Foster a culture of quality, safety, and performance excellence.

• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field; MBA preferred.
• Minimum of 10 years of progressive experience in operations management, with at least 5 years in a leadership role.
• Proven track record of successfully managing complex operations and driving significant improvements.
• Strong leadership, strategic thinking, and decision-making skills.
• Excellent financial acumen and experience in budget and P&L management.
• In-depth knowledge of operational best practices, process improvement methodologies (e.g., Lean, Six Sigma).
• Proficiency in ERP systems and operational management software.
• Strong communication, negotiation, and stakeholder management abilities.
• Ability to manage multiple priorities and work effectively under pressure.

• Oversee the day-to-day operations of multiple departments to ensure efficiency and effectiveness.
• Develop and implement operational strategies and business plans.
• Set performance objectives and key performance indicators (KPIs) for operational teams.
• Manage departmental budgets and control operational costs.
• Analyze operational data and prepare regular performance reports for senior management.
• Identify areas for process improvement and implement solutions to enhance productivity.
• Ensure adherence to all company policies, procedures, and regulatory requirements.
• Lead, mentor, and develop operational teams to foster a high-performance culture.
• Manage vendor relationships and ensure the smooth flow of goods and services.
• Implement and maintain quality control standards across all operations.
• Drive continuous improvement initiatives throughout the organization.
• Mitigate operational risks and develop contingency plans.
• Collaborate with cross-functional teams to align operational goals with overall business strategy.

• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field. An MBA or relevant Master's degree is highly desirable.
• Minimum of 10 years of progressive experience in operations management, with a significant portion in a leadership role.
• Proven track record of successfully managing and optimizing complex operations.
• Strong understanding of business processes, supply chain management, and logistics.
• Expertise in financial management, budgeting, and cost control.
• Demonstrated ability to lead, motivate, and develop teams.
• Excellent analytical, problem-solving, and strategic thinking skills.
• Exceptional communication, negotiation, and interpersonal abilities.
• Proficiency in ERP systems and project management software.
• Knowledge of quality management systems and continuous improvement methodologies (e.g., Lean, Six Sigma).
• Strong understanding of the local market and business environment.