Fady Magdy Yacoub

DispatcherFull Time

Customer Account ManagerFull Time

• Job Details:Responsible about customers accounts. maintain the flow of customer wallets. Ensure that stocks balance is correct and available during trading session. Following up with customers to ensure quality of services.

Customer Care AdvisorFull Time

• Job Details:* Handles customer requests/issues/questions in a professional manner and strives to deliver a first time resolution service; * Meets defined KPIs including NPS and sales; * Processes transactional activities in line with Vodafone standards, policies and processes; * Provides accurate and timely information by fully investigating all customer enquiries, using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs; * Exchanges information effectively, to direct customer requests/issues/questions/complaints to the relevant teams for action (eg to activate services, solve claims and complaints, apply discounts) ; * Uses time proactively and efficiently to deliver on service targets; * Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers; * Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions; * Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution; * Acts as an advocate of Vodafone, protecting the reputation by following Vodafone Brand Tone of Voice; * Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas;