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  • Posted: Apr 19, 2023
    Deadline: Not specified
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    Vodafone Ghana, formerly Ghana Telecom, is the national telecommunications company of Ghana. The company in Ghana operates under Vodafone Group Plc - the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States.


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    Fixed Solutions Analyst (Contract)

    About The Job

    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.

    Key Accountabilities And Decision Ownership:

    • 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
    • Fixed data customer billing
    • Fixed Line testing, number creation, adding and removing call features
    • Credit Adjustments
    • Plan Changes Request
    • Static IP Configuration
    • Email Account Creation / Configuration
    • Provide 2nd Line support for fixed field Engineers and resolve non fixed issues
    • Detection and Analysis of Customer Complaint trends:
    • Assess and manage increases or delays in particular fault categories
    • Review adherence to processes and procedures by frontline staff (Retail, EBU and Call Centre)
    • Provide update on early detection of system issues affecting customers
    • A strong ability to analyse and solve problems in order to gives appropriate feedback to team, stakeholders and management
    • Acting to solve discovered problems/issues in line with set processes and procedures

    Capability and Effectiveness:

    • Provides accurate and up to date information on a regular basis to keep, stakeholders and other managers informed of any problems
    • Must have a detailed and working knowledge of all relevant fixed technologies, products, services or processes for effective troubleshooting
    • Accountable for ensuring the smooth flow of Fixed Voice, Fixed Broadband faults and installation for both Consumer/EBU
    • Confirm before closing all FBB fault repairs to ensure a good customer experience and reduce repeat faults
    • Ensure stakeholder engagement and support to achieve organizational objectives through visible and effective personal interventions
    • Process Improvement and Training Needs in Retail, EBU and Call Centre and ensuring resource availability for the FBB sales teams and accurate data for stakeholder (FS)
    • Ensure unused data resources tied to uninterested inactive customers are freed for resale by sales teams to ensure a continuous growth in the active customer base
    • Ensuring smooth flow of service from Order to Install and facilitate a superior customer experience to guaranteeing that fault to repair periods are minimised
    • Ensure non fluid faults are made fluid to enhance the customer experience journey
    • Fixed line terminations, disconnections, Recoveries and Reconnections
    • Recommend process improvements for areas or refresher training based on wrong reporting by frontline staff or other provisioning errors
    • Review process areas that can lead to work improvement,
    • Responsible for Escalating of System Outages
    • Ensure immediate reporting and escalation of systems and tools outages or errors including: CRM, NCE, U2000, N2000, all Billing systems, MSANs,OLTs, BRAS etc. and work with stakeholders to resolve

    Technical And Professional Qualifications:

    • Warm with strong customer focus
    • Excellent communication skills
    • Self-motivated and competitive
    • Ability and interest to learn about technology
    • Able to analyse information
    • Commercial awareness - an appreciation and interest in the mobile telecommunications industry
    • Working knowledge of all products and services
    • Phone Skills
    • Listening skills
    • Attention to Detail
    • Problem Solving skills
    • Time Management competency
    • Quality and Operations oriented
    • Leadership
    • Experience using Microsoft Office especially proficient in excel & PowerPoint

    Method of Application

    Interested and qualified? Go to Vodafone Ghana on opportunities.vodafone.com to apply

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