Call Center Representative High Value

INTERNAL ROLE TITLE: CC HIGH VALUE CALL CENTER AGENT

ROLE PURPOSE:
1. Offer superior quality of Service to Vodafone Egypt High Customers, through handling inbound
and outbound contacts in order to exceed their expectations and to assure their satisfaction.
2. Providing High customers with a great experience through a proactive, customized, personalized
relationship mainly via phone contact. To manage their assigned/ dedicated accounts, addressing
their issues proactively, maintaining/ increasing revenue, and minimizing churn.
FUNCTION: Call Center
DEPARTMENT: Customer Care
Key Accountabilities
Provide Vodafone Egypt High customers with all required information related to the company products
and services with delighting them with a superior customer service.
Providing guidance in areas of professional matters as requested or needed.
Applying FCR concept for all customers inquires.
Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
Follow up all customers related issues and provide timely feedback to Vodafone Egypt High
Customers.
Adhere to Customer Operations Department policies and procedures.
Provide customers with superior recommendations and actions, and be a driver for customers
satisfaction and Loyalty.
Perform standardized activities and tasks efficiently and effectively.
Pro-actively reinforce Vodafones customer care proposition during all contacts.
Handle and retain all the customers complaints within the SLA.
Handle all USB and mobile internet basic trouble shooting related issues.
Supporting corporate queue by handling SME authorized and end-users inquires.
Supporting collection queue by handling collections inquires and bills explanation.
Explore the required negotiation skills for making payments' deals when needed.
Create a smooth communication channel with different departments to resolve customer problems and
requests when needed in a highly professional manner.
Applicable directly coordinate with customers to assist them with any questions or issues arising from
their use of Vodafones business solutions and hardware.
Implement high quality standards of Customer Service for High customers through exceeding all KPIs
threshold
Communicating effectively with all departments of the Vodafone business that he/she will need to
engage to deliver on operational or project implementations

Create a smooth communication channel with different departments to resolve customer problems and
requests when needed.
Up selling and cross selling.
Coordinating with and across teams and communicating performance standards

Person Specification

Excellent command of English

Call centre industry/technology.

Strong negotiation skills.