Ebu Back Office Support Vois

**Role purpose**:
Support Vodafone Egypt business unit to achieve their targets by increasing the revenue and penetrate new solutions through handling back office and sales support activities for the sales team
Sales support team is responsible to accelerate the revenue generation by prompt provisioning the offer for the newly activated lines, generating values to their partners and supporting the sales people in all daily activities by offloading them to focus more on their end customers

**Key accountabilities and decision ownership**:

- Provisioning
- Receive the contracts and documents from the sales
- Verify the documents and make sure that Sales sent all required documents
- Proceed in the activation requests immediately within the agreed SL and provision the required offer to accelerate the revenue generation
- Sales support
- Full dedication & continuous support for sales executive’s back office requests
- Gathering the contract data/account manager
- Generate the month to date report on time to enable the account manager following the status of his customer requests daily
- Create manual scorecard/account manager on time and assure compliance with operations scorecard.
- Handling sales request and follow up via the phone
- Back office
- Receives and processes contracts as provided by the channel sales representatives
- Verification of documents and contracts & follow up with Cops
- Receive sales requests, services activation, lines activation and Order item then proceed with the concerned teams (CC account angles or activation, credit audit and logistics) within stated SL/Type.
- Insured closure within agreed SL
- Flow stakeholders SLA reporting
- Reject/approve the churn requests on system based on the sales feedback
- SPOC with many stakeholders
- Calculate accounts profitability and recommend available margin for free items
- Receive solutions and Fixed activation requests and create the proper tree on the system
- Follow up with many stakeholders to make sure the requests were implemented and to decrease the rejection reasons
- Reporting & Analysis
- Responsible for daily reporting month to date and Month over month on SDSL POs and acceptance requests to compare the actual Vs Budget numbers
- Responsible on creating the SDSL closure monthly to support the finance team calculating the account managers commission
- Responsible for reporting month to date on regular basis (daily and weekly sales activation, suspension, inventory)
- Daily report on the churn requests and send to the account managers to take the proper action with the customer
- Generate follow up report on the created requests and their status and follow up with the account managers to fulfil the rejected and pending requests reasons
- Per store progress month to date (voice and solutions performance) on daily basis
- Prepare a monthly report for CPE created orders and their status supporting the finance team to validate the oracle reports
- Create a tracking report for the delivered and non-delivered equipment to support the project management team following up on non-delivered items
- Analyse the rejection reasons to minimize the rejection % which will accelerate the revenue generation
- Order Creation and Assurance
- Create CPEs release orders
- Align with warehouse team to confirm the delivery of the devices
- Contracts Management & Archiving
- Receiving and validating all the contracts & customers documents
- Archiving contracts hardcopies
- Main source for the original signed contracts delivery for any case related to sales, legal, fraud and NTRA complaints

**Core competencies, knowledge and experience**:

- Strong Microsoft office knowledge
- Proven strong reporting experience
- Proven stakeholder management experience
- Ability to address and resolve conflicts
- Strong communication skills
- follow up on Daily basis all the reported issues and take the required action with the concerned team to finalize the issue

**Must have technical / professional qualifications**:

- BS Degree
- 1- 2 years’ experience in back office administrative work or relevant work
- Siebel, Oracle, Remedy and business object background
- Ability to work and contribute effectively to a team
- Good English level
- Good reporting skills
- Good Time management skills