Enterprise Accounts Resolution Advisor

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role purpose:

Operational activities of Vodafone corporate accounts management to achieve the enterprise management department’s goals and targets, handling selective base of enterprise accounts with SPECIFIC ARPA in SME segments, to provide them with special tratement.

Core competencies, knowledge and experience:

• Education: University Degree.
• Customer service oriented with wide knowledge of customer service management.Strong verbal communication skills & high and strong analytical, trouble shooting, decision making and problem-solving skills.
• Age: Maximum 30 years
• Demonstrates a positive, enthusiastic, friendly attitude.
• Ability to work under pressure and adapting rapidly to the operational emergencies.
• Excellent command of English language.

Key accountabilities and decision ownership:

• Account management responsible to provide end to end services and manage the assigned companies’ requirements, needs, and preventing, decreasing complaints through wealth following up, and a strong relationship with authorized persons (AUTH) who presents their companies providing all required advice and information that keep customer satisfaction on top maintaining revenue (STS)
• Manage accounts billing from issuance to delivery, solving all problems
• Personalized relationship mainly via phone contact & Emails to maintain an excellent relationship
  to manage their assigned/ dedicated accounts, addressing their issues proactively, maintaining/ increasing revenue (STS), and minimizing churn

Lead in NPS:
Account Management end to end relationship ensuring delivering best customer experience & fulfilling customers’ requirements and solve complaints with high availability to have promoter NPS score in all accounts to be measured with NPS reports.

Efficiency & innovation:
Enhance the FCR and FOC
Move to APP
Move to online & self-help tools
Share effectively in process enhancement (Root cause system & process)
Efficient use of threshold

People Excellence:
Spirit & teamwork
Positive communication & engagements
Handling assigned tasks efficiently taking responsibility & owner ship

Professional Qualifications:

• High and strong analytical, trouble shooting, decision making and problem-solving skills.
• Clear understanding of Mobile business, and Vodafone's Products & Services.
• Advanced Billing handling.
• Knowledge of application of agent’s skills and pc knowledge Excel, Word, PowerPoint and Outlook.
• Negotiation skills for making payments' deals

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.