Customer Relations Specialist NCBC & Public Sector at Vodafone Ghana

Role purpose:

• Accountable to customers for the services provided by Vodafone Business and NCBC including mobile, WAN, LAN, IoT and voice services to name a few.
• To provide professional service assurance input to the creation and maintenance of the Enterprise Solutions annual plan and budget.
• Provide bespoke incident/problem management for NCBC and Public Sector accounts within the framework of an agreed sales plan and annual targets for revenues, profitability, and customer satisfaction.
• Will also have full responsibility for the customer communication plan ensuring all monthly reports are completed and delivered to customers on time.
• To design, own and implement Service Improvement Plan (SIP) for dissatisfied NCBC and Public Sector customers
• Represent customers’ requirements and interests within Vodafone.

Key accountabilities and decision ownership:

• Support the Customer Relations Manager in developing operating procedures and processes for coordinating, updating, and resolving service incidents/problems for NCBC and Public Sector accounts.
• Work with the customer satisfaction survey group to identify major customer service concerns and then work with the customer to define the issues.
• Create a service development plan to resolve the customer’s priority service issues and agree the plan with the customer. Also agree with the customer that if the issues are resolved satisfactorily, the customer will provide “very high satisfaction” ratings in the next round of surveys.
• Manage implementation of the service development plan, coordinating efforts of various support groups across Vodafone Ghana. (Enterprise Network Operations, Credit Control, Customer Operations etc)

Core competencies, knowledge, and experience:

• Good understanding of telecommunications/information technology solutions
• Customer service experience/customer centric
• Eligible for or currently have SC Clearance
• Ability to identify, raise and complete Continual Service Improvement actions
• Incident Management experience
• Excellent written and verbal communications skills

Technical/Professional Competencies:

• Business studies degree or equivalent/degree in telecommunications or equivalent
• 3 years’ experience of service or account management in the telecommunications sector
• Project management /ITIL
• Ability to work in matrix teams
• Presentation skills