Vodafone Ghana, formerly Ghana Telecom, is the national telecommunications company of Ghana. In 2006, it had around 400,000 customers for fixed and mobile telephony and Internet services.
Job Description
Job Title: Customer Service Specialist
Role Purpose
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 allocated HVC SME accounts within the framework of an agreed sales plan and annual targets for revenues, profitability, and customer satisfaction.
Role Requirements
- Support the Customer Relations Manager in developing operating procedures and processes for coordinating, updating and resolving service incidents/problems for Enterprise 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 on 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. (Service Assurance, Credit Control, Customer Operations etc)
- Agree onset of performance KPI targets and measures over service development plan implementation; regularly measure and report on progress to the account manager, customer service specialist and customer.
- Full integration of quality management processes within incident/problem management and their effective deployment on a daytoday basis
- Provide performance data on incident resolution to support management decisionmaking.
- Ensure full compliance with telecommunications licence provisions, sector regulations and competition laws.
- Maintain effective working relationships with internal and external suppliers
Qualification
- Business studies degree or equivalent/degree in telecommunications or equivalent
- 3 years’ experience of service or account management in the telecommunications sector
- Project management
- Ability to work in matrix teams
- Presentation skills