Jobs In Ghana : Vodafone Ghana Job Vacancy For Customer Management Manager

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Job description

Role purpose:

The ROLE is responsible for the daily management of All Consumer and Enterprise Fixed On-boarding, Enterprise Mobile On-boarding/Terminations/Changes to plans. It is also responsible for the Redline Escalation desk, which supports Staff, SMT, NCA, all other breached incidents from all channels

The goal is to execute the Service Delivery Innovatively, providing seamless solutions that secure the quality of Enterprise Mobile and all Fixed On-boarding plus escalations received by Redline. Significantly improving SLAs for on-boarding Fixed and Enterprise Mobile Customers by 50%

The role is responsible for driving digital innovation within the Fixed Service Delivery and Enterprise Mobile Activation space and has the obligation of ensuring all SLA’s agreed with key stakeholders are met and exceeded consistently delivering a digital Customer Experience

Key Responsibilities:

Key accountabilities and decision ownership

    • Responsible for all Enterprise Mobile Activations and End to End Experience of the Fixed On-boarding
    • Effective Management of the Redline Escalation Desk with prompt response and resolution per agreed SLAs
    • Deliver innovations to manage and adequately communicate to Customers while empowering Customers after on-boarding thus reducing Fixed Escalations significantly
    • 100% Communication of On-boarding Status to all Customers with updates to adequately manage Customers

      Key performance indicators
    • SLAs of 94% for Consumer Customers and 95% for Enterprise Customers
    • 100% communication throughout the Fixed On-boarding Experience
    • 100% communication to Customers with Extended ETRs ensuring on-boarding in a timely fashion
    • 100% management of jeopardy incidents
    • Quarterly implementation of Innovation transforming the Customers Experience while on-boarding and after Service Delivery

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