Job Discerption

Department: Customer Care

Vacancy Band:H1

• 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.

Qualifications

The ideal candidate should possess the following qualifications and competencies:
• Experience: Minimum of 3 years of relevant technical experience.
• Technical Expertise: Strong understanding of triple-play technologies, including OLT, GPON/GPON+, FTTX, IPTV/STTH management and monitoring systems.
• Language Proficiency: Excellent written and spoken English.
• Customer Focus: Customer-oriented approach with a focus on providing exceptional service.
• Communication Skills: Excellent communication and negotiation skills.
• Analytical Skills: Strong analytical mindset to troubleshoot and solve technical issues.
• Work Ethic: Energetic, self-motivated, and able to work under pressure.
• Flexibility: Adaptable to changing circumstances and willing to work flexible hours as needed. 
• Teamwork: Strong team player, able to collaborate effectively with colleagues. 
• Technical Background: An engineering background is preferred