Job Description

Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Vodafone to help us become a truly admired company.

With us you will be:

• Accountable to close enterprise fixed managed service complaints in agreed SLA’s
• Equip frontline team with all necessary troubleshooting guides and tool to enable first time fix of customer issue
• Own field service experience of technical support visits, in terms of customer handling skills, technical communication skills, vodafone way of communication
• Align with Go to market team on all Consumer and enterprise fixed products that will be launched for customers
• Engage supply chain team to negotiate cost associated with technical support e.g. cost to partners who do field visit, cost of spare materials used in the field
• Work closely with Digital team to build self-care capability for Consumer & Enterprise fixed customers
• Have face to face meetings with premium enterprise customers as part of service review along with account manager
• Own and manage the budget associated with technical support
• Identify top reasons/ root cause for technical complaints by engaging cross functional team (product, technology, care) and implement permanent fix
• Drive operational governance meetings with field partners and technology team
• Organize regular meetings with product team to give overview on technical complaints

Skills

Apply if you have:

• Bachelors in Telecom IT, Computer Science, Computer Engineering or Relevant Major.
• More than 5 years’ experience in service or telecommunication industry
• Good technical knowledge. Telecommunication Engineer would be preferred
• Good knowledge in IP, Routing, Fixed Access, 5G Services
• Strong Communication, Analytics Investigative Skills
• Be proactive with regards to the improvement of processes and procedures.
• Strong leadership quality with communication skills & people management skills required.
• Good knowledge in IP, Routing, Fixed Access
• Strong analytical reasoning and problem-solving skills, proactive, self-motivated and able to manage own time and priorities

Commitment

Vodafone is committed to attracting, developing and retaining the best people by offering a motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodafone you will have access to our excellent benefits programme that you would expect from any global company.

Education

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