Data & Fixed Gated Community Specialist

Job Description

Job Discerption Department: Customer Care Vacancy Band:H1• Customer Support: Provide exceptional customer support for Vodafone Egypt home compound customers, offering comprehensive information and resolving inquiries related to products and services. • Technical Support: Deliver second-line technical support for triple-play services, ensuring timely resolution of technical issues. • Stakeholder Management: Act as a primary point of contact for gated community and FTTH customers, coordinating with technology, hardware, and passive vendors to address customer needs. • First-Time Resolution: Prioritize and resolve customer inquiries efficiently, aiming for first-time resolution to deliver superior customer experiences. • Task Management: Effectively prioritize and manage multiple tasks, meeting deadlines and ensuring timely follow-up on customer issues. • Policy Adherence: Adhere to Commercial Operations Department policies and procedures to maintain operational excellence. • Customer Satisfaction: Proactively recommend solutions and actions to enhance customer satisfaction and loyalty. • Operational Efficiency: Consistently perform tasks efficiently and effectively, maintaining high-quality standards. • Brand Advocacy: Reinforce Vodafone's customer care proposition during all interactions, promoting positive brand image. • Technical Support Excellence: Exceed KPI thresholds for technical support, ensuring high-quality service for gated community customers. • End-to-End Ownership: Take ownership of customer demands, managing them from initiation to closure. • Visit Scheduling: Coordinate and schedule installation and support visits with customers. • On-Site Support: Provide on-site support to technicians and engineers during customer visits. • Vendor Coordination: Coordinate support visits with vendors, ensuring timely resolution of issues within SLAs and escalation matrices. • Escalation Management: Handle escalated triple-play customer issues effectively. • Cross-Functional Collaboration: Collaborate with commercial and technology teams to resolve customer problems. • Network Monitoring: Monitor the OLT system to ensure optimal connectivity for all customers. • IPTV Management: Manage IPTV requests end-to-end, coordinating with vendors and customers. • Customer Relationship Management: Build strong customer relationships, proactively addressing complaints and retention concerns. • Communication: Effectively communicate with different departments to resolve customer issues in a professional manner. • STTH Support: Provide high-quality STTH support, managing requests end-to-end. • Customer Experience: Deliver exceptional customer experiences through proactive, personalized support. • Knowledge Sharing: Mentor team members on triple-play systems, identifying and resolving abnormal issues. Qualifications The ideal candidate should possess the following qualifications and competencies: • Experience: Minimum of 3 years of relevant technical experience. • Technical Expertise: Strong understanding of triple-play technologies, including OLT, GPON/GPON+, FTTX, IPTV/STTH management and monitoring systems. • Language Proficiency: Excellent written and spoken English. • Customer Focus: Customer-oriented approach with a focus on providing exceptional service. • Communication Skills: Excellent communication and negotiation skills. • Analytical Skills: Strong analytical mindset to troubleshoot and solve technical issues. • Work Ethic: Energetic, self-motivated, and able to work under pressure. • Flexibility: Adaptable to changing circumstances and willing to work flexible hours as needed. • Teamwork: Strong team player, able to collaborate effectively with colleagues. • Technical Background: An engineering background is preferred