To be Responsible for raising the quality level of handling customer technical requests/inquiries/problems and address its root causes to drive improvement in customer experience insuring the lead in Cloud computing services, Data Innovations and Mobile Internet.
To Own all customer inquiries regarding Web2SMS, Business IVR) and other business solutions till closure and post resolution call to ensure customer satisfaction
To Own all new customized enterprise solutions through Solutions services IoT, Messaging or even business IVR
To Communicate with different department within VF Egypt for Enhancing Process, facilitate customer experience & finding Resolution or workarounds for repeated issues
To Provide updated troubleshooting and self-help materials to the customers and internal departments
To Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through mailbox to ensure solving the customer problem according to the SLA.
To Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
To Provide relevant and accurate information (Services, Products & Policies).
To Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
To Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
To Attend different UATs to ensure that any new business solution or product is compatible with systems and internal processes.
To Handle new complicated services and business solutions currently in the market.
To Contact related vendors & liaise with them reported problems.
To Monitor SLA time frames and report them till closure
To Meet/exceed department KPIs consistently & innovatively.
To Provide customer with appropriate options/right suggestion.
To maintain average of the supervisor observations and the QA observations according to KPIs.
To Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution
To Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.
To Act on VOC with Full process to have it on production.
