Fixed L1 Technical Support Lead
Doha, Qatar
Job Description
Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Vodafone to help us become a truly admired company.
With us you will:
With us you will:
- Responsible for the end to end customer technical complaints from the touchpoint to the resolution and delivering the optimum experience through the introduction of operational efficiencies and automations in the workflows
- Equip frontline team with all necessary troubleshooting guides and tool to enable first time fix of customer issue
- Own field service experience of technical support visits, in terms of customer handling skills, technical communication skills, vodafone way of communication
- Align with Go to market team on all enterprise fixed products
- Engage supply chain team to negotiate cost associated with technical support e.g. cost to partners who do field visit, cost of spare materials used in the field
- Work closely with Digital team to build self-care capability for Enterprise fixed customers
- Have face to face meetings with premium enterprise customers as part of service review along with account manager
- Own and manage the budget associated with technical support
- Identify top reasons/ root cause for technical complaints by engaging cross functional team (product, technology, care) and implement permanent fix
- Drive operational governance meetings with field partners and technology team
- Organize regular meetings with product team to give overview on technical complaints
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Job Detail
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Job IdJD1425232
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDoha, Qatar
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EducationNot mentioned