Nada Okasha

Billing Customer Service Agent

Vodafone Shared Services

Job Details:Ensure providing exceptional technical support to the customers using VF home broadband and landline services. Handling customer complaints about the service/product. Navigate through our knowledge base system to find the best solution to be offered to the customer along with the information taken from the job training. Enhance the customer service experience by applying the needed soft skills along with the technical resolution for the issue. May need to transfer the customer’s case to the second line technical team for more advanced trouble-shooting steps and book an engineer if needed.

Vodafone Shared Services

Job Details:Ensure providing exceptional technical support to the customers using VF home broadband and landline services. Handling customer complaints about the service/product. Navigate through our knowledge base system to find the best solution to be offered to the customer along with the information taken from the job training. Enhance the customer service experience by applying the needed soft skills along with the technical resolution for the issue. May need to transfer the customer’s case to the second line technical team for more advanced trouble-shooting steps and book an engineer if needed.

Vodafone Shared Services

Job Details:Ensuring providing the relevant support for newcomers when live cases being handled by them. Providing support for non-newcomers if they need advice on how to handle a case or providing tips to handle a customer and enhancing the customer experience. Taking escalation calls in case the customer needed to speak to someone higher to ensure that the customer expectation is met and the best resolution is provided.

Vodafone Shared Services

Job Details:Managing team's performance when it comes to numbers for customer satisfaction, AHT, and quality scores for the tickets handled by them. Conducting weekly meetings with them to share the team's performance as well as sharing best practices and discussing how can we improve the performance overall as a team. Conducting daily one-on-ones to share weekly/monthly performance and sharing with them a comparison view to monitor performance. Initiating an action plan if needed to set a clear expectation with the agent of what is expected and working on a plan to enhance the performance.