- Role purpose:
- To be Responsible for raising the quality level of handling customer technical requests/inquiries/problems and address its root causes to drive improvement in customer experience insuring the lead in Cloud computing services, Data Innovations and Mobile Internet.
- To Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Email Exchange, Sharepoint, webhosting, MS Office 365 , DaaR , Web2SMS ) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
- To Own all new customized enterprise solutions through Cloud Service
- To Communicate with different department within VF Egypt for Enhancing Process, Facilitate customer experience & finding Resolution or workarounds for repeated issues
- To Provide updated troubleshooting and self-help materials to the customers and internal departments
- To Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through mailbox to ensure solving the customer problem according to the SLA.
- To Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
- To Provide relevant and accurate information (Services, Products & Policies).
- To Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
- To Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
- To Attend different UATs to ensure that any new business solution or product is compatible with systems and internal processes.
- To Handle new complicated services and business solutions currently in the market.
- To Contact related vendors & liaise with them reported problems.
- To Monitor SLA time frames and report them till closure
- To Meet/exceed department KPIs consistently & innovatively.
- To Provide customer with appropriate options/right suggestion.
- To maintain average of the supervisor observations and the QA observations according to KPIs.
- To Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution
- To Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.
- To Act on VOC with Full process to have it on production.
