Passeint El Qafash

Blended Senior Representative at Vodafone Egypt Telecommunication.Full Time

• Job Details:Objective A. To get the maximum efficiency from the operation that results from schedule business rules (schedule inefficiency) that decrease the operation efficiency, which at the end decrease the overall headcount required to achieve each operation KPI’s. (Providing the ultimate mix of flexibility and efficiency to the business) B. Providing all the supported function customers with a great experience through a proactive, customized, personalized relationship, to deliver the highest customer satisfaction & NPS Responsibilities A. Handle all type of calls from all the segments and technical areas in both Arabic & English language B. Maintain the required average of thresholds of the supported area C. Effectively act as a front line interface with all supported function customers, by handling off board activities that require interaction and follow up efficiently. D. Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty E. Handle and retain all the customers’ complaints within the SLA F. Explore the required negotiation skills for making payments' deals when needed G. Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner H. Directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware

Enterprise Retention RepresentativeFull Time

• Job Details:Responsibilities A-Develop a solid understanding of the reasons behind the churn of SME&SOHO Accounts and End Users B-Develop propositions, offers and control with the objective of reducing Churn and Migration Out figures with a focus on High Value Accounts and End Users C-Closely monitor the SME&SOHO Churn and Migration Out figures through developing periodical reports (weekly, monthly, Quarterly) on KPIs performance D-Takes initiatives in customer satisfaction via process improvement Professional Expertise: *Experience in designing commercial offerings and propositions *Strong reporting and financial understating skills *Ability to lead on projects of high levels of complexity and involving multiple stakeholders

Accounts Angel – SME Accounts (Small & Medium Enterprise)Full Time

• Job Details:Responsibilities A-Provide Vodafone Egypt SME authorized with all required information related to the company products and services with delighting them with a superior customer service B-Applying FCR (First Call Resolution) concept for all customers’ inquires C-Follow up all customers related issues and provide timely feedback to Vodafone Egypt SME authorized D-Handle and retain all the customers’ complaints within the SLA (Service Level Agreement) E-Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner F-Applicable directly coordinates with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware G-Supporting collection queue by handling collections inquires and bills explanation H-Explore the required negotiation skills for making payments' deals when needed I-Implement high quality standards of Customer Service for SME authorized through exceeding all KPI’s threshold J-Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty K-Adhere to Customer Operations Department policies and procedures L-Providing guidance in areas of professional matters as requested or needed M-Perform standardized activities and tasks efficiently and effectively N-Prioritizing and achieving multiple tasks, establishing and meeting deadlines Professional Expertise: *Good Analytical Skills *Ability to think out of the box *Creative problem solver and decisions maker *Strong interpersonal skills *Flexible team player with ability to work on own initiative and consistently meet demanding deadlines *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