- Entry level
- No Education
- Salary to negotiate
Executive - 000000234287 • Front Line Incident Management, Working with Customers and Vodafone back offices/service providers in resolving incidents.• Handling Demon Broadband Customers Technical queries and Customer Service [Non Tech] queries over the phone, emails & live chats.• To ensure contribute to achieve all service level agreements, such as achieve over90% C-Sat and deliver 90% FTR on calls, emails & live chats.• Technical knowledge on Computers and Networking and troubleshooting skills (Nat and Non-Nat, IP address submitting and protocols). • Update customer details and ensure appropriate follow ups done on cases require follow up.• To handle fault reporting, fault isolation and escalation in accordance to Global Processes• To ensure all faults reported are promptly identified and resolved according to committed service level agreements and KPIs.• Manage internal supports / service partners / vendors to resolve circuit/network faults according to agreed Local Work Instructions.• Willing to work in shifts including night shifts.• Ability and eagerness to learn different technologies, skills and knowledge. • Broad technical knowledge and ability to interpret this to the customer’s level. Front Office – Be first point of contact for all Vodafone UK Foundation customers.KPI’s include the following (RiSLA) – 92%RiSLA 90%Email response
About the company
Vodafone Group plc /ˈvoʊdəfoʊn/ is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of 31 March 2014.
Vodafone owns and operates networks in 21 countries and has partner networks in over 40 additional countries. Its Vodafone Global Enterprise division provides telecommunications and IT services to corporate clients in over 65 countries.