Job Description
Role Purpose
The person is responsible for the daily management of All Fixed related complaints such as fixed faults, installations and surveys. He / She is also will provide Level 2 support to VBS, Retail Shops, AD Shops, Experience Centre as well as account related and data billing issues.The goal is to execute the Service Delivery and Fault resolution processes by providing co-ordination and communication to enable the accomplishment of all Fixed related issues and some aspect of Service Requests logged for all Fixed voice/data customers. Facilitate the resolution of all cases by ensuring monitoring, tracking and ownership of all cases logged, including incident escalations where necessary.
Act as a Point of Contact for Fixed service delivery issues within Vodafone for queries and escalations
Manage fixed request, complaints and escalation process – engage with customers and stakeholders...
The person is responsible for the daily management of All Fixed related complaints such as fixed faults, installations and surveys. He / She is also will provide Level 2 support to VBS, Retail Shops, AD Shops, Experience Centre as well as account related and data billing issues.The goal is to execute the Service Delivery and Fault resolution processes by providing co-ordination and communication to enable the accomplishment of all Fixed related issues and some aspect of Service Requests logged for all Fixed voice/data customers. Facilitate the resolution of all cases by ensuring monitoring, tracking and ownership of all cases logged, including incident escalations where necessary.
Key Accountabilities And Decision Ownership
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