Job Details
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Job Description
Key Activities / Decision Areas:
- Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
- Providing guidance in areas of professional matters as requested or needed.
- Applying FCR concept for all customer’s inquires.
- Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
- Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.
- Adhere to Customer Operations Department policies and procedures.
- Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
- Perform standardized activities and tasks efficiently and effectively.
- Pro-actively reinforce Vodafone’s customer care proposition during all contacts.
- Handle and retain all the customers’ complaints within the SLA.
- Handle all USB and mobile internet basic trouble shooting related issues.
- Supporting corporate queue by handling SME authorized and end-users inquires.
- Supporting collection queue by handling collections inquires and bills explanation.
- Explore the required negotiation skills for making payments' deals when needed.
- Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
- Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
- Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold
Job Requirements
Technical / Professional Expertise:
- High technical and trouble shooting skills.
- High Analytical Skills.
- Ability to think out of the box.
- External Market knowledge.
- Excellent sales and telemarketing skills.
- Excellent computer skills.
- Excellent negotiation and listening skills
- Creative problem solver and decisions maker.
- Excellent command of English language.
- Strong interpersonal skills.
- Flexible team player with ability to work on own initiative and consistently meet demanding deadlines.
- Must be able to display a capacity for problem solving
- Ability to handle multiple tasks.
- Capability to work under high pressure with positive attitude.
- Team oriented, and able to operate with an ideal team spirit.
- Dynamic, creative and self-motivated.
- Excellent knowledge of all Vodafone products and services.
