Vodafone Ghana Telecommunication Jobs in Accra
1. Patiently scroll down and read the job description below.
2. Scroll down and find how to apply or mode of application for this job after the job description.
3. Carefully follow the instructions on how to apply.
4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.
Role purpose:
The ROLE is responsible for the daily management of All Fixed Faults complaints and request for ISDN and Fixed Data. It provides Level 2 support to VBS, Retail Shops, AD Shops, Experience Centre as well as Service Assurance on Fixed Voice, ADSL, ISDN and data billing requests and complaints. It also innovates to improve Customers’ Experience
The goal is to execute the Service Support Innovation and Fault resolution processes by providing co-ordination and communication to enable the accomplishment of all Fixed Faults and Service Requests logged for all Fixed voice/data customers. Facilitate the resolution of all cases by ensuring monitoring, tracking and ownership of all cases logged, including incident escalations where necessary.
The role is responsible for driving digital innovation within the Fixed Service space and has the obligation of ensuring all SLA’s agreed with key stakeholders are met and exceeded consistently deliver an unmatched customer service experience to Fixed Customers
Key Responsibilities:
- Point of Contact for Fixed Solutions with requisite management of Customers; complains, enquiries and requests and escalations within Vodafone – 2nd Line Support to Experience Centre and Fixed Engineers
- Proactive Monitoring, Reporting with detection, analysis and resolution of Customer Complaints while optimising teams productivity
- Deliver innovations to empower Customers and reduce Service Interactions to Experience Centre
- Effective management of Stakeholders and Customers during System Outages with timely updates upon resolution – Planned and Emergency
- SLAs of 94% for Consumer Customers and 95% for Enterprise Customers
- 100% communication to Customers with Extended ETRs ensuring resolution in a timely fashion
- 100% management of jeopardy incidents – Voice and ADSL
- Quarterly implementation of Innovation transforming the Customers Experience after Service Delivery
- Degree in Engineering added advantage
- CRM, CBS, UNIK, U2000, N2000, Static IP Configuration all ADSL, Fixed Line and ISDN services. Excellent knowledge of the entire Fixed space
- Stakeholder Engagement and Management
- Influential Leader delivering results
- Evidence of leading highly motivated and delivering teams
1. Patiently scroll down and read the job description below.
2. Scroll down and find how to apply or mode of application for this job after the job description.
3. Carefully follow the instructions on how to apply.
4. Always apply for a job by attaching CV with a Cover Letter / Application Letter.
Role purpose:
The ROLE is responsible for the daily management of All Fixed Faults complaints and request for ISDN and Fixed Data. It provides Level 2 support to VBS, Retail Shops, AD Shops, Experience Centre as well as Service Assurance on Fixed Voice, ADSL, ISDN and data billing requests and complaints. It also innovates to improve Customers’ Experience
The goal is to execute the Service Support Innovation and Fault resolution processes by providing co-ordination and communication to enable the accomplishment of all Fixed Faults and Service Requests logged for all Fixed voice/data customers. Facilitate the resolution of all cases by ensuring monitoring, tracking and ownership of all cases logged, including incident escalations where necessary.
The role is responsible for driving digital innovation within the Fixed Service space and has the obligation of ensuring all SLA’s agreed with key stakeholders are met and exceeded consistently deliver an unmatched customer service experience to Fixed Customers
Key Responsibilities:
- Point of Contact for Fixed Solutions with requisite management of Customers; complains, enquiries and requests and escalations within Vodafone – 2nd Line Support to Experience Centre and Fixed Engineers
- Proactive Monitoring, Reporting with detection, analysis and resolution of Customer Complaints while optimising teams productivity
- Deliver innovations to empower Customers and reduce Service Interactions to Experience Centre
- Effective management of Stakeholders and Customers during System Outages with timely updates upon resolution – Planned and Emergency
- SLAs of 94% for Consumer Customers and 95% for Enterprise Customers
- 100% communication to Customers with Extended ETRs ensuring resolution in a timely fashion
- 100% management of jeopardy incidents – Voice and ADSL
- Quarterly implementation of Innovation transforming the Customers Experience after Service Delivery
- Degree in Engineering added advantage
- CRM, CBS, UNIK, U2000, N2000, Static IP Configuration all ADSL, Fixed Line and ISDN services. Excellent knowledge of the entire Fixed space
- Stakeholder Engagement and Management
- Influential Leader delivering results
- Evidence of leading highly motivated and delivering teams
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