CIOT service desk advisor _VOIS

؜ - ؜Cairo ؜ -

Job details

Role Purpose

Vodafone launched V by Vodafone in ‎7 markets across Europe - getting a jump
start on the competition as the first offering of its kind within the consumer
IoT space. Introducing a new range of smart devices for your home and on the
go that lets you keep track of the things you care about, all from your
smartphone.
The CIOT Service Desk Advisor will act as a frontline interface with customers
of Vodafone local markets worldwide. Role involves responding to customers in
writing over chat or through phone calls to resolve their inquiries. This also
includes raising and following up on incidents to 2nd Line teams. The main
purpose is to facilitate and provide a Vodafone global customer service
standard.

Key Accountabilities and Decision Ownership:

Respond efficiently and effectively to customer queries through all available omni-channels (phone, chat, incidents, etc.…).

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 written highly technical queries.

High emotional intelligence and soft skills with the ability to manage high-profile customers

Solve more profound problems for CIOT 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

University Graduate

Fast typing skills.

Proficiency in using MS Office applications.

Experience within VOIS UK account for more than one year.

_VOIS

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Job Summary

Advertiser: Vodafone
Announcement date: 25/10/2023
Type of employment: -
Experience level: -
Educational level: -
Job location: Cairo
Salary: -
Phone number: -

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