What will you be doing? 
 

• Improve team efficiency by recording best practices and implementing/documenting revised procedures.
• Own and drive incident resolution with various 3rd parties, invoking the escalation process where required.
• Resolving incidents at the first point of contact, wherever possible or to assign them to various incident resolving teams.
• Support Fixed Line, Data & IOT product.
• Adhere to the departmental Escalations & Major incident process.
• Accountable for dealing with customer complaints accurately, professionally and with empathy within the agreed Service Level agreements.
• Maintain existing customer relationship and act as trusted advisor for Vodafone in all customer interactions, understanding the customer’s business and how VBSE add value.
• To answer calls in a professional and timely manner, logging details of the customer incident – ensuring that accurate and complete information is obtained.
• Manage, understand, measure and continually improve Customer KPI’s related to the effectiveness and efficiency of the team.
• Hand off incidents to the correct resolving agency within 15 minutes.
• Assists with root cause analysis to identify corrective actions and permanent fixes, supporting the internal PIM team/process

Who are we looking for?  

• Experience in analysing information, understanding and identifying problems to enable implementation of the necessary course of action to achieve the desired outcome. 
• Excellent communication, presentation and inter-personal skills. 
• Ability to work under minimal supervision, as well as handling difficult and sensitive situations by making sound and independent judgements against competing deadlines.
• Experience in working with continuous improvements plans and service improvement plans.
• Experience in working in a customer facing role and working to targets.