Es Mobility Customer Solutions Associate vois

3 weeks ago

مصر, Egypt Vodafone Full time

**Role purpose**:
**Key accountabilities and decision ownership**:

- Acts as a first point of contact with Enterprise executives and business owners in Spain to support technicalities, orders fulfillment & service onboarding.
- This function is working on onboarding VF ES customers through order fulfillment of acquisition, Renewals, Bandwidth change, Location change, Porting in and Cancelation.
- Facilitate consults to the sales team as a direct service support.
- Offers appropriate solutions and alternatives to make customers’ accounts provisioning.
- Manages the balance of benefits for the customer and the business.
- Keeps account managers/owners informed with actions throughout the contact.
- Gains customer agreement before progressing with solutions.
- Clearly explains details and next steps to proceed with their requests.
- Is appropriately prepared before the handling.
- Validate the customer’s contracts before executing.
- Correctly and efficiently follows business policies and processes
- Provides accurate, complete, concise and relevant information to Enterprise teams.
- Confidently and correctly navigates systems to expedite outcomes and source information
- Accurately and swiftly logs in data

**Core competencies, knowledge and experience**:

- Familiar with SLA’s
- Ensures customer interactions are on SLA’s
- Achieving all contractual performance standards on both quality and productivity parts
- Ensure that sub department functions offers world-class Customer Service at all times
- Assist in ensuring all quality standards are met
- Assist in reporting on and monitor KPI’s
- Develop and deliver areas of process improvement

**Must have technical / professional qualifications**:

- Fluent Spanish is a must
- Ability to work on a shift basis that will include night hours.
- Previous experience in Corporate Teams & Provisioning systems is a must.
- Have experience within a contact centre or customer service environment is a must
- Strong written communication skills.
- Fast typing skills
- Demonstrates a positive, enthusiastic, friendly attitude.
- Share knowledge with colleagues and the immediate departments.
- Proactively manage personal work standards and development.
- ITIL is PLUS

VO**IS

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