Fixed Complaint Management Advisor

Key Accountabilities And Decision Ownership

• 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 pro-active controls to reduce technical complaints from customer. Track and report technical complaints vs base. Propose corrective actions to reduce number of complaints vs customer base.
• 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 customer is kept informed on status of his complaint. Track and reduce repeat calls from customer on trouble ticket follow-up and log each interaction with customer in CRM tool.
• Ensure field teams from sub-contractor are following standard operating procedures to resolve technical complaint from customer. Ensure all activities performed by field team to fix customer issue are logged inside CRM tool.
• 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. If issue is related to quality of installation, immediately highlight such cases to Fixed Fulfilment team to take corrective actions.
• Fixed support manual activities are:
• + Calling customers for 1st level troubleshooting.
• + Book appointment booking for home visit, if required.
• + Monitor SLAs across multiple field vendors and areas.
• + Tracking trouble tickets are closed within agreed SLA – 24 Hours (including field visit).
• 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. Access Media first operator portal to check IP TV fulfilment status as part of troubleshooting.
• 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

Knowledge & Exprience

• 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. And 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.