Yehia Mohsen Morsy

CC Representative High valueFull Time

• Job Details:- 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. - mplement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold