Fixed Broadband Complaints Lead

3 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Job Description

Digitally focused and providing a truly world-class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers' experience of Vodafone to help us become a truly admired company.

With us you will:
  1. Be responsible for management of Consumer fixed complaints (Fibre and 5G) but not limited to/enquiries. Explore innovative ways to improve first contact resolution for Consumer Fixed line customers.
  2. Work with technology to build capabilities required to fix customer technical issues remotely without the need for a field visit.
  3. Lead and manage OTDR/LSPM testing equipment and analyze the testing reports to check whether the results are within the threshold.
  4. Own and manage the budget allocated for Fixed line technical support visits. Build team KPIs & tracking to ensure the customer is always kept notified on the status of their complaint.
  5. Escalate unresolved technical cases to the Level 2 team in technology, as required. Build a strong knowledge base of customer technical complaint resolution.
  6. Constantly track and improve the field experience provided to customers by outsourced field partners. Build self-service capability for consumer fixed customers to reduce the number of technical complaints.
  7. Ensure to handle customer complaints with 100% quality within SLA. Monitor field partners on the resolution provided to the customers. Provide training to field partners on the different products and keep them updated.
  8. Conduct field team audits to validate compliance with the scope of work and Vodafone way of working. Ensure to participate in weekly meetings with field partners to monitor their performance.
  9. Engage with Technology and Business stakeholders as needed to improve overall customer experience. Manage the inventory used by partners for fault management and reconciliation on a monthly basis.
  10. Ensure all add-ons provided to customers during the incident visit are added in the required system.
  11. Prepare & maintain daily/weekly reports. Perform related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager.
SkillsApply if you have:
  1. Bachelor's degree in Technology/Telecommunications or equivalent.
  2. 5 years of relevant experience in telecom (Technical support experience is preferred).
  3. Experience in leading a team to ensure always offering an outstanding customer experience.
  4. Expertise in FTTX architecture.
  5. Experience and knowledge of interactions with clients and colleagues in an effective manner.
  6. Preferably have the certification CCNA, Juniper, ITIL.
  7. Comprehensive knowledge of product catalogue and Customer Care systems with customer focus, good communication, and analytical investigative skills.
  8. Good functional knowledge of MS Outlook, Excel, Word, and PowerPoint.
Commitment

Vodafone is committed to attracting, developing, and retaining the best people by offering a motivating and inclusive workplace in which talent is truly recognised, developed, and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment that respects, values, celebrates, and makes the most of people's individual differences - we are not only multinational but multicultural too. At Vodafone, you will have access to our excellent benefits programme that you would expect from any global company.

Education

Telecommunication

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