Vodafone Qatar
Fixed Complaint Management Advisor
🇶🇦 Doha, Qatar🏢 On-site
CRMTroubleshootingSLA ManagementCustomer ExperienceTechnical SupportSiebel
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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
- •Ability to manage planned and unplanned outage communications
- •Experience engaging with technology teams for troubleshooting
- •Ability to track and report technical complaints against customer base
- •Experience with CRM tools for logging interactions
- •Ability to conduct training for frontline teams
- •Knowledge of SLA monitoring across multiple vendors
- •Ability to perform manual tracking of fixed line inventory
Responsibilities
- •Provide support and manage outage communications to customers
- •Build pro-active controls to reduce technical complaints
- •Propose corrective actions to reduce complaint volume
- •Work with digital teams to build self-service channels (App, Chatbot)
- •Ensure customers are kept informed on complaint status
- •Track and reduce repeat calls on trouble tickets
- •Ensure sub-contractor field teams follow standard operating procedures
- •Monitor SLAs across multiple field vendors and areas
Related Jobs
Stand Out
- Get to the top of Vodafone Qatar's applicant pile
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $3.99 one-time.
GCC Info
Company
Vodafone Qatar
1000-5000 employees
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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