Ciot Service Desk Advisor

6 months ago

مصر, Egypt Vodafone Full time

**Role Purpose**:
Vodafone launched V by Vodafone in 7 markets across Europe - getting a jump start on the competition as the first offering of its kind within the consumer IoT space. Introducing a new range of smart devices for your home and on the go that lets you keep track of the things you care about, all from your smartphone.
The CIOT Service Desk Advisor will act as a frontline interface with customers of Vodafone local markets worldwide. Role involves responding to customers in writing over chat or through phone calls to resolve their inquiries. This also includes raising and following up on incidents to 2nd Line teams. The main purpose is to facilitate and provide a Vodafone global customer service standard.

**Key Accountabilities and Decision Ownership**:

- Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, incidents, etc ).
- Own and manage customer engagement and interaction ensuring all agreed quality attributes are met and exceeded.
- Identify secondary (possible or hidden) customer needs and attempt to add value accordingly.
- Ensure service level agreements are met and maintained through accuracy in handling required task and through communicating positively with all involved parties (2nd Line, 3rd Line, etc ) in order to facilitate timely issue resolution.
- Follow agreed processes / procedures to raise and resolve customer queries as well as propose potential process improvements where applicable.

**Core Competencies, Knowledge and Experience: Core Competencies, Knowledge and Experience**:

- Ability to handle written highly technical queries.
- High emotional intelligence and soft skills with the ability to manage high-profile customers
- Solve more profound problems for CIOT customers as well as business clients.
- Discipline & strict compliance with policies & procedures.
- Ability to learn, seek knowledge and self-development.
- Experience in a multi-system environment.

**Must Have Technical / Professional Qualifications**:

- Fluent English Level - Minimum C2 Level
- Experience within a technical / IT contact centre or customer service environment
- University Graduate
- Fast typing skills.
- Experience within VOIS UK account for more than one year.

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