Internet Call Center Representative

Key Activities / Decision Areas:

• Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time
• Provide customer with appropriate options/right suggestion
• Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure
• Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware
• Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers
• Ensure elimination of wrong transactions that leads to financial negative impact
• Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case
• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction
• Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements.

 

Skills:

• Customer focused – Able to identify customer problems & solve it from first contact
• Active Listening — Giving full attention to what other people are saying.
• Speaking — Talking to others to convey information effectively
• Service Orientation — Actively looking for ways to help people
• Coordination — Adjusting actions in relation to others' actions
• Negotiation — Bringing others together and trying to reconcile differences
• Technical – Good knowledge about ADSL technology , smart phones & business solutions.

 

Criteria:

• Very good command of English language
• Excellent customer service orientated persons with accepted technical knowledge
• Able to handle ADSL technical, billing & smart phones inquires.
• High ability to work under pressures & meet the required overtime hours required to achieve SL
• Excellent communication & negation skills
• Computer/Communication graduate and/or Cisco/Microsoft certified in a relevant field. 

 

Vodafone Way:

Customer Obsessed:

• We are passionate about exceeding expectations

Innovation Hungry:

• We create and deliver new products, services and ways of working that delight our customers

Ambitious & Competitive:

• We bring energy and passion to our work and always aim to beat the competition

One Company, Local Roots:

• We work across Vodafone to achieve the best outcome for customers, employees and shareholders

Speed:

• We drive speed to market. We relentlessly prioritise and pursue the outcomes that matter to our business

Simplicity:

• We make things simple for our customers, partners and colleagues

Trust:

• We are reliable and transparent to deal with. We deliver for others and trust others to do likewise.