Fixed Complaint Management Advisor
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Key skills for this role
About the Role
VodafoneThree seeks a Fixed Complaint Management Advisor to manage technical complaints, coordinate with field teams, and improve customer experience. Requires 5+ years in telecom with strong background in fixed services and vendor management.
Key Skills for This Role
Responsibilities
- Provide support and manage planned and unplanned outage communication to customers
- Work with technology to build proactive controls to reduce technical complaints
- Work with digital team to build self service channels for customers
- Ensure field teams follow standard operating procedures to resolve technical complaints
- Conduct trainings for frontline team to resolve issues on first call
- Track and report issues reported by customer within 10 days and within 1 month of installation
- Own and maintain field service experience by providing regular training to field team
- Manual tracking and reporting of fixed line inventory and re ordering
Requirements
- Engineering degree in Telecommunications
- More than 5 years of relevant experience in service or telecommunication industry
- Strong background in fulfilment across mobility and fixed
- Track record in managing vendors
- Knowledge in OTDR/LSPM testing equipment and fixed fibre services (FTTX)
- Expertise to create training material and troubleshooting guides
Full Job Posting
Key Accountabilities
- Provide support and manage planned and unplanned outage communication to customer and engage with technology teams to troubleshoot customer issue.
- Work with technology to build proactive controls to reduce technical complaints from customer.
- Work with digital team to build self service channel for customers (e.g. My Vodafone App, Chat bot) where they can self troubleshoot technical issue.
- Ensure field teams from sub contractor are following standard operating procedures to resolve technical complaint from customer.
- Conduct trainings for frontline team so that customer issue can be resolved on 1st call before raising trouble ticket.
- Track and report issues reported by customer within 10 days and within 1 month of installation.
- Fixed support manual activities: Calling customers for 1st level troubleshooting; Book appointment booking for home visit; Monitor SLAs across multiple field vendors and areas; Tracking trouble tickets are closed within agreed SLA – 24 Hours.
- Own and maintain field service experience by providing regular training to field team on Vodafone way of working plus ensuring field agents have Vodafone approved uniforms, ID’s.
- Manual tracking and reporting of fixed line inventory and re ordering based on run rate.
- Manually collecting and reviewing customer feedback forms from field team and uploading in Siebel for future reference.
- Performs related tasks consistent with skills and abilities and general responsibilities as assigned by the Line Manager.
Education & Experience
- Engineering degree in Telecommunications
- More than 5 years of relevant experience in the service or telecommunication industry with a strong background in fulfilment across mobility and fixed.
- Track record in managing vendors of diverse backgrounds to achieve high level of service.
- Knowledge in OTDR/LSPM testing equipment’s and analysing the testing reports to check whether the results are within the threshold.
- Experience and knowledge in Fixed fibre Services i.e. FTTX and on checking 5G Signal quality during field visit (RSSI value).
- Expertise to create training material and troubleshooting guide based on the use case scenarios with an ability to understand technical resolutions & RCA’s when it comes to customer communication.
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