المهام الوظيفية:
- إدارة صندوق البريد (CBSC, Global, VGE , VGE GE)
- تحليل وتأكيد ورفض وإعادة توجيه الرسائل التي لا تندرج ضمن اختصاص مركز المساعدة
- فرز الفواتير
- ضمان استيفاء متطلبات حماية البيانات العامة (GDPR)
- إجراء عمليات فحص الجودة بانتظام
- تسجيل استعلامات الإنترنت
- خبرة في خدمة العملاء لمدة سنة واحدة على الأقل
الخبرات والمهارات:
- مهارات كتابية ممتازة
- العمل الجماعي
- حل المشاكل
- المهارات الرياضية / الخبرة في Excel و Word
- إدارة الأهداف وتقديم تحديثات في الوقت المناسب
- مهارات العرض
- PowerPoint
- إكسل
- الكتابة التجارية
- مهارات تحليلية جيدة جدًا
التقديم بعد شرح الوظيفة
Role Purpose:
Vodafone Group Enterprise Operations delivers consistent, excellent service to all our 1700 multi-national clients. From designing to delivering extraordinary service that exceeds our customer’s expectations, we lead excellence across all our global markets and customer lifecycle. Under the guidance of our empowered business leader, joining us as a Capability Manager you can be part of ensuring our excellence transformation across for all our Enterprise customers.As a billing helpdesk advisor, your duty is to respond to queries via email. To write, edit, and revise manuals for new and updated WI. In addition, to provide assistance for questions and resolve problems related to different types of billing inquiries. Follow up with customers to ensure full resolution of issues. Requesting feedback and/or monitoring methods of correspondence to improve customer experience. Running reports to analyze common complaints and problems.
Key Accountabilities and Decision Ownership:
- Managing mailbox (CBSC, Global, VGE , VGE GE)
- Analyzing, validating, rejecting & forwarding mails which are not in scope of Helpdesk
- Raising and assigning Queries
- Resolving Simple Queries
- Triage of Bill Activations
- Ensure GDPR requirements are met
- Regular Quality Checks
- Log IoT Queries
- Experience within Customer Service minimum 1 year is a MUST
Core Competencies, Knowledge and Experience:
- Excellent verbal and written skills
- Team working
- Problem Solving
- Mathematical skills / Experience with Excel, word, etc
- Managing targets and providing timely updates
- Knowing when to escalate
- Drive and accountability
Must Have Technical / Professional Qualifications:
- ITIL Certified
- Presentation Skills
- PowerPoint
- Excel
- Business writing
- Very good analytical skills