Call Center Inbound Agent – Basra

About the role

The Call Center Inbound Agent will handle incoming customer inquiries for Zain Iraq in Basra, providing accurate information on products, services and promotions while ensuring a high level of satisfaction. The role combines direct customer interaction with the opportunity to support sales through upselling and cross‑selling.

Key responsibilities

• Apply Zain’s Customer Care strategy, policies and procedures to meet service targets.
• Answer inbound calls, deliver product and service information, and promote new offers.
• Escalate complex cases to the appropriate department to guarantee timely resolution.
• Upsell and cross‑sell Zain’s services to increase revenue.
• Maintain courteous and professional communication at all times.
• Support the rollout of new services by ensuring quality requirements are met.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Strong verbal and written communication skills.
• Ability to work flexibly, including from home when required.
• Proficiency in English or Kurdish.
• Customer‑focused attitude with a drive to achieve results.
• Awareness of diversity, equity and inclusion principles.

Required skills

• IT user support (basic troubleshooting).