Service Desk Advisor

1 day ago

Giza, Egypt Vodafone Full time

**Role purpose**:
Vodafone Roaming Services is introducing a new range of eSIM bundles where travellers will be using to enjoy their stay in Europe mind-free of their bills. Will keep them connected with their family and friends all throught their smartphones.

**Key accountabilities and decision ownership**:

- 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**:

- Ablility to handle in-written highly Acc. Management / technical queries.
- High emotional intelligence and soft skills with the ability to manage high-profile customers
- Solve more profound problems for VRS 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
- Strong written communication skills.
- Fast typing skills.
- Experience within VSSE for more than one year.
- Rotational morning and night shifts.

**#VOIS #BeUnrivalled #Createthefuture**:

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