Head of Enterprise Customer Care

5 days ago


مصر, Egypt Vodafone Full time

**Description**:

- Setting the strategy and leading the execution of Enterprise Customer Care for Vodafone Egypt
- Achieving Enterprise Experience targets represented in Satisfaction NPS scores, churn targets, collection and Bad debt targets and activations targets.
- Maximizing Enterprise accounts value through advanced account management for Corporate (Government, SME and SOHO Customers)
- Strategy and Leadership Setting and proposing the division budget, Set Enterprise Customer Care strategy vision and targets Quarterly, annual and mid-term plans for Enterprise customer care. Typically reports to the Customer Operations Director.

**Job Responsibility**:

- Account management and Call centers
- Build a service model for the Corporate, Government, SME and SOHO Customers
- Lead Account Management and call center teams who are responsible for handling Enterprise customers based on the service model guidelines and targets.
- Own KPIs and governance model for Enterprise customer care that supports the enterprise segment and company targets.
- Responsible for billing collection for Enterprise fixed and mobile customers.
- Ensuring that collection process and controls are set and implanted in way that guarantees targets achievement as well as customer satisfaction.
- Responsible for the activations plan and process for all new contracts received from Enterprise sales channels within an agreed SL.
- Setting and owning Complaints management and retention process and governance model
- Ensuring that complaints management and retention feeds into solving root causes of issues and achieving customer experience targets
- Lead a cross functional colleagues and teams to ensure achieving customer experience and loyalty targets.
- leading, developing and mobilizing big team to achieve business targets.
- Responsible for regular appraising and talent reviews for team members to provide successors and future leaders.
- Achieving Enterprise customer satisfaction, loyalty and experience targets. (Customer care is considered one of the heaviest elements in enterprise NPS scoring)

**Not a perfect fit?**:


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