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International Account Advisor - German Language

Act as a frontline interface with customers of Vodafone companies worldwide.
Vodafone Egypt | 08.09.2011

Role Purpose:
Act as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.

• Act as primary point of contact for the Multinational Corporate Global / Regional Helpdesks.
• Receive and record all calls from MNCs’ Service Desks and deal directly with simple requests and complaints.
• Maintain ownership and control of all incidents making sure that none are ''lost'' and co-ordinate resolution.
• Monitor and escalate all incidents according to agreed service levels and ITIL standards.
• Responsible for end-to-end diagnostics and resolution-ensuring that full details are learnt from customer in advance of engagement with OpCos / Partners /Affiliates.
• Contact Customers will progress reports and act as an intermediary between Customers, and the various sections within Vodafone to resolve operational problems and maintain set standards of service.
• Escalate resolution of incident where there is a breach of SLA.
• Provide accurate and timely information by investigating fully all customer inquiries, by using available equipment and application, to ensure that incident is resolved efficiently.
• Troubleshoot incidents (e.g. relating to Networks and/or devices like Mobile Connect Card, Blackberry) in advance of an escalation to an Operating Company.
• Close all incidents following Incident Management best practices. Produce management reports. In brief, the primary function of the VGESC is the life cycle management of Novartis' service requests while keeping Novartis informed of progress.
• Liaising with Vodafone and the rest of the group to resolve technical and international network related queries.
• Pro-actively reinforce Vodafone's customer care proposition during all contact with customers
• Develop excellent working relationships with colleagues in other OpCos, Partners and affiliates.
• Manage ongoing relationship with Local Service Managers, Global Service Managers & Global account managers and provide support to ensure the smooth running of the customers accounts.
• Achieve agreed targets and objectives.
• Continuously keep abreast with technical developments in devices and networks.
• Contribute to the evolution of the helpdesk
• Fully Support Incident, Problem and Change Management according to ITIL.
• Work as a part of the team to ensure the department offers World Class Customer Service at all the times.
• Participate in the design and development of efficient customers' process.
• Receive, dispatch and monitor all customer Service requests and ensure order fulfillment according to SLA.
• Control and audit the information required to manage the service offered to the customers by maintaining a database of controlled items (e.g. devices +SIM cards), their status and life cycle.
• Take ownership for consolidation of global /regional reports to customers ensure timely delivery to agreed quality.

• Achieve Service Level Targets.
• Highest quality service, support and administration to achieve customer satisfaction.
• Feedback from Global Service Managers and from Customers is the quality of support.
• Monthly reviews with the Service Fulfillment team, VGE Unit.
• Documentation of lessons learnt to be fed back into the team knowledge base.
• Assist with production of monthly reports for customers and managers.

Skills

- Excellent communicator both verbally and written in German
• Customer Focus - strives to provide the best customer experience and continuously improve customer feedback; deep empathy with customer needs and requirements.
• People person with strong interpersonal skills.
• Must be able to display a capacity for problem solving.
• Energetic and enthusiastic.
• Consistently delivers against tight timescales.
• Can communicate to all levels of audience.
• Clear thinking and methodical - ability to identify root cause as opposed to just symptom.
• Highly flexible individual, prepared to undertake new roles on an on-going basis.
• Strong technical understanding of from devices through to underlying technology principles.
• Desire to work in an environment of continual change-technical change, product innovation, technology infrastructure, organizational change.
• Team player with the ability to work on own initiative; take ownership of customers' queries, self starter in getting issues resolved and in improving processes.
• A strong desire to pursue industry accreditation as part of a continued drive training and development.Corporate customer care experience preferable.

Preferred Technical trouble shooter with:
• Clear understanding of Blackberry and internal Vodafone systems to a level with the ability to deliver excellent service to preferable.
• General understanding of the wireless network and its components, (GSM/GPRS/3G/HLR) preferable.
• Knowledge of Computer Laptop and PDA Operating Systems preferable.
• Knowledge of Computer Networks and connectivity (LAN/WAN/TCP) preferable.

- Good PC skills (Word, Excel, Power Point)
- Excellent communication skills with the ability to communicate without the use of Jargon and to the right level of the audience.
- Minimum of one year line experience of working in diverse teams of technical and service-oriented individuals in a complex product environment.