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Data & Fixed Gated Community Specialist

Aggregate function:  Commercial
Business Area:  Local Commercial Operations
Posting Country:  Egypt
Date Posted:  17 Dec 2024
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Job Discerption

Department: Customer Care

Vacancy Band:H1

• Customer Support: Provide exceptional customer support for Vodafone Egypt home compound customers, offering comprehensive information and resolving inquiries related to products and services. 
• Technical Support: Deliver second-line technical support for triple-play services, ensuring timely resolution of technical issues. 
• Stakeholder Management: Act as a primary point of contact for gated community and FTTH customers, coordinating with technology, hardware, and passive vendors to address customer needs. 
• First-Time Resolution: Prioritize and resolve customer inquiries efficiently, aiming for first-time resolution to deliver superior customer experiences. 
• Task Management: Effectively prioritize and manage multiple tasks, meeting deadlines and ensuring timely follow-up on customer issues. 
• Policy Adherence: Adhere to Commercial Operations Department policies and procedures to maintain operational excellence. 
• Customer Satisfaction: Proactively recommend solutions and actions to enhance customer satisfaction and loyalty. 
• Operational Efficiency: Consistently perform tasks efficiently and effectively, maintaining high-quality standards. 
• Brand Advocacy: Reinforce Vodafone's customer care proposition during all interactions, promoting positive brand image. 
• Technical Support Excellence: Exceed KPI thresholds for technical support, ensuring high-quality service for gated community customers. 
• End-to-End Ownership: Take ownership of customer demands, managing them from initiation to closure. 
• Visit Scheduling: Coordinate and schedule installation and support visits with customers. 
• On-Site Support: Provide on-site support to technicians and engineers during customer visits. 
• Vendor Coordination: Coordinate support visits with vendors, ensuring timely resolution of issues within SLAs and escalation matrices. 
• Escalation Management: Handle escalated triple-play customer issues effectively. 
• Cross-Functional Collaboration: Collaborate with commercial and technology teams to resolve customer problems. 
• Network Monitoring: Monitor the OLT system to ensure optimal connectivity for all customers. 
• IPTV Management: Manage IPTV requests end-to-end, coordinating with vendors and customers. 
• Customer Relationship Management: Build strong customer relationships, proactively addressing complaints and retention concerns. 
• Communication: Effectively communicate with different departments to resolve customer issues in a professional manner. 
• STTH Support: Provide high-quality STTH support, managing requests end-to-end. 
• Customer Experience: Deliver exceptional customer experiences through proactive, personalized support. 
• Knowledge Sharing: Mentor team members on triple-play systems, identifying and resolving abnormal issues.

Qualifications

The ideal candidate should possess the following qualifications and competencies:
• Experience: Minimum of 3 years of relevant technical experience.
• Technical Expertise: Strong understanding of triple-play technologies, including OLT, GPON/GPON+, FTTX, IPTV/STTH management and monitoring systems.
• Language Proficiency: Excellent written and spoken English.
• Customer Focus: Customer-oriented approach with a focus on providing exceptional service.
• Communication Skills: Excellent communication and negotiation skills.
• Analytical Skills: Strong analytical mindset to troubleshoot and solve technical issues.
• Work Ethic: Energetic, self-motivated, and able to work under pressure.
• Flexibility: Adaptable to changing circumstances and willing to work flexible hours as needed. 
• Teamwork: Strong team player, able to collaborate effectively with colleagues. 
• Technical Background: An engineering background is preferred

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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