Blended Sr. Representative

1 week ago

مصر, Egypt Vodafone Full time

**Role & Responsibility**:
To get the maximum efficiency from the operation that results from schedule business rules that decrease the operation efficiency, which at the end decrease the overall headcount required to achieve each operation KPI’s. Providing all the supported function customers with a great experience through a proactive, customized, personalized relationship, to deliver the highest customer satisfaction & NPS.
Key accountabilities and decision ownership:

- Provide support and handle successfully different customer operation functions, to achieve a world class customer experience and high Net Promoter Score (NPS).
- Ensure providing an end-to-end ownership & world class customer experience, Net Promoter Score (NPS).
- Clear communication for the company/area objective targets, ensuring a proper alignment & full understanding of the team members’ end to end role.
- Ensure Zero wrong information & wrong transactions that lead to financial negative impact or Negative customer Experience.
- To effectively act as a front-line interface with all supported function customers, by handling off board activities that require interaction and follow up efficiently.
- Being able to highlight the supported area gaps and align this to the concerned departments.
- Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.

**Knowledge and Experience**:

- Advanced problem solving and decision making skills.
- Excellent communication, negotiation and presentation skills both in Arabic and English.
- Ability to manage and coordinate multiple activities under tight timeframes, while maintaining the professional standard.
- Highly Self-motivated, disciplined and organized
- Advanced Billing handling.

**Qualifications**:

- Advanced knowledge of call center industry.
- Advanced technical and trouble shooting skills.
- Excellent computer skills.
- External Market knowledge.
- Excellent sales and telemarketing skills.
- Bachelor degree

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