Fixed Complaint Management Advisor
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Key accountabilities and decision ownership:
• Provide support and manage planned and unplanned outage communication to customer and engage with technology teams to troubleshoot customer issue.
• Work with technology to build pro-active controls to reduce technical complaints from customer. Track and report technical complaints vs base. Propose corrective actions to reduce number of complaints vs customer base.
• Work with digital team to build self-service channel for customers (e.g. My Vodafone App, Chat bot) where they can self- troubleshoot technical issue. Ensure customer is kept informed on status of his complaint. Track and reduce repeat calls from customer on trouble ticket follow-up and log each interaction with customer in CRM tool.
• Ensure field teams from sub-contractor are following standard operating procedures to resolve technical complaint from customer. Ensure all activities performed by field team to fix customer issue are logged inside CRM tool.
• Conduct trainings for frontline team so that customer issue can be resolved on 1st call before raising trouble ticket.
• Track and report issues reported by customer within 10 days and within 1 month of installation. If issue is related to quality of installation, immediately highlight such cases to Fixed Fulfilment team to take corrective actions.
• Fixed support manual activities are:
• Calling customers for 1st level troubleshooting.
• Book appointment booking for home visit, if required.
• Monitor SLAs across multiple field vendors and areas.
• Tracking trouble tickets are closed within agreed SLA – 24 Hours (including field visit).
• Own and maintain field service experience by providing regular training to field team on Vodafone way of working plus ensuring field agents have Vodafone approved uniforms, ID’s.
• Manual tracking and reporting of fixed line inventory and re-ordering based on run-rate. Access Media first operator portal to check IP TV fulfilment status as part of troubleshooting.
• Manually collecting and reviewing customer feedback forms from field team and uploading in Siebel for future reference.
• Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager.
Requirements
- •Provide support and manage outage communication to customers
- •Engage with technology teams to troubleshoot customer issues
- •Track and report technical complaints vs base
- •Propose corrective actions to reduce complaints
- •Ensure customer is kept informed on complaint status
- •Track and reduce repeat calls from customers
- •Log each interaction with customer in CRM tool
- •Monitor SLAs across multiple field vendors and areas
Nice to Have
- •Highlight quality of installation issues immediately to Fixed Fulfilment team
- •Calling customers for 1st level troubleshooting
- •Book appointment booking for home visit, if required
- •Tracking trouble tickets are closed within agreed SLA (24 Hours)
- •Own and maintain field service experience by providing regular training
- •Ensuring field agents have Vodafone approved uniforms, IDs
- •Manual tracking and reporting of fixed line inventory and re-ordering
- •Perform related tasks consistent with skills and abilities
Responsibilities
- •Work with technology to build pro-active controls to reduce technical complaints
- •Work with digital team to build self-service channels (My Vodafone App, Chat bot)
- •Ensure field teams follow standard operating procedures
- •Ensure all activities performed by field team are logged inside CRM tool
- •Conduct trainings for frontline team for first-call resolution
- •Track and report issues reported by customer within 10 days and 1 month
- •Access Media first operator portal to check IP TV fulfilment status
- •Manually collecting and reviewing customer feedback forms
Related Jobs
- Scan your CV for errors before Vodafone Qatar sees it
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $3.99 one-time.
Vodafone Qatar provides mobile, fixed-line, and digital services to consumers and businesses. It is a major player in the Qatari telecommunications market.
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