Key Responsibilities:
- Customer Support: Provide exceptional customer support for Vodafone Egypt home compound customers, offering comprehensive information and resolving inquiries related to products and services.
- Technical Support: Deliver second-line technical support for triple-play services, ensuring timely resolution of technical issues.
- Stakeholder Management: Act as a primary point of contact for gated community and FTTH customers, coordinating with technology, hardware, and passive vendors to address customer needs.
- First-Time Resolution: Prioritize and resolve customer inquiries efficiently, aiming for first-time resolution to deliver superior customer experiences.
- Task Management: Effectively prioritize and manage multiple tasks, meeting deadlines and ensuring timely follow-up on customer issues.
- Policy Adherence: Adhere to Commercial Operations Department policies and procedures to maintain operational excellence.
- Customer Satisfaction: Proactively recommend solutions and actions to enhance customer satisfaction and loyalty.
- Operational Efficiency: Consistently perform tasks efficiently and effectively, maintaining high-quality standards.
- Brand Advocacy: Reinforce Vodafone's customer care proposition during all interactions, promoting positive brand image.
- Technical Support Excellence: Exceed KPI thresholds for technical support, ensuring high-quality service for gated community customers.
- End-to-End Ownership: Take ownership of customer demands, managing them from initiation to closure.
- Visit Scheduling: Coordinate and schedule installation and support visits with customers.
- On-Site Support: Provide on-site support to technicians and engineers during customer visits.
- Vendor Coordination: Coordinate support visits with vendors, ensuring timely resolution of issues within SLAs and escalation matrices.
- Escalation Management: Handle escalated triple-play customer issues effectively.
- Cross-Functional Collaboration: Collaborate with commercial and technology teams to resolve customer problems.
- Network Monitoring: Monitor the OLT system to ensure optimal connectivity for all customers.
- IPTV Management: Manage IPTV requests end-to-end, coordinating with vendors and customers.
- Customer Relationship Management: Build strong customer relationships, proactively addressing complaints and retention concerns.
- Communication: Effectively communicate with different departments to resolve customer issues in a professional manner.
- STTH Support: Provide high-quality STTH support, managing requests end-to-end.
- Customer Experience: Deliver exceptional customer experiences through proactive, personalized support.
- Knowledge Sharing: Mentor team members on triple-play systems, identifying and resolving abnormal issues
Core competencies, knowledge and experience:
- Minimum of 3 years of relevant technical experience.
- Strong understanding of triple-play technologies, including OLT, GPON/GPON+, FTTX, IPTV/STTH management and monitoring systems.
- Excellent written and spoken English.
- A customer-oriented approach with a focus on providing exceptional service.
- Excellent communication and negotiation skills.
- Strong analytical mindset to troubleshoot and solve technical issues.
- Energetic, self-motivated, and able to work under pressure.
- Adaptable to changing circumstances and willing to work flexible hours as needed.
- Strong team player, able to collaborate effectively with colleagues.
- An engineering background is preferred
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