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Gated Community 2nd Line Specialist

4 weeks ago

مصر, Egypt Vodafone Full time

**Responsibilities**:
**Band: H1**
- Providing Vodafone Egypt home compound customers with all required information related to the products and services to delight them with superior customer support.
- Providing 2nd line technical support to triple play services.
- Acting as a focal point to all Gated community and FTTH customers with all stakeholders (Technology
- Hardware/passive Vendors
- /system providers).
- Prioritizing and achieving multiple tasks, establishing, and meeting deadlines.
- Following up on all customer-related issues and providing timely feedback to Vodafone Egypt Gated Customers.
- Adhering to Commercial Operations Department policies and procedures.
- Providing customers with superior recommendations and actions to drive customer satisfaction and loyalty.
- Performing consistent activities and tasks efficiently and effectively.
- Proactively reinforcing Vodafone's customer care proposition during all contacts.
- Implementing high-quality standards of technical support for Gated Community customers through exceeding all KPI's thresholds.
- Providing end-to-end ownership of customer demands until closure.
- Managing and scheduling the calendar for installation/support visits with customers.
- Supporting technicians and onsite engineers during customer visits.
- Coordinating support /installation visits with onsite engineers according to the visit zone
- Coordinating support visits with vendors and ensuring tickets are closed within their SLA and following escalation matrix for each service.
- Handling triple play customers' escalations.
- Acting as focal point with commercial and technology teams.
- Following up on cases with passive vendors and technology teams.
- Monitoring the OLT system to ensure all our customers are connected.
- Managing IPTV requests end-to-end with vendors and customers.
- Owning and managing the customer relationship through handling customers’ complaints/retention.
- Creating a smooth communication channel with different departments to resolve customers' problems and demands when needed in a highly professional manner.
- Offering superior quality and managing STTH requests end-to-end with vendors and customers.
- Providing customers with a great experience through a proactive, customized, personalized relationship, addressing their issues proactively.
- Proactively mentoring triple-play systems to raise any abnormal issues

**Qualifications**:

- Minimum of 3 years' experience in a similar technical role.
- Triple play experience
- Very good command of the English language, both written and spoken.
- Customer-oriented with a professional approach when dealing with customers.
- Familiarity with the following, OLT, GPON & GPON+, FTTX, IPTV/STTH management and monitoring systems.
- Excellent communication and negotiation skills, with an analytical mind.
- Energetic and able to work under pressure with a positive attitude.
- Highly self-motivated and self-driven.
- Flexibility when required.
- Team-oriented and able to operate with an ideal team spirit.
- An engineering background is a plus.