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Converged Customer Solutions & Special Projects Executive

Tarih: 11.Kas.2021

Konum: Istanbul, TR

Şirket: Vodafone


Join our journey as we connect for a better future. Ready?
We are looking for a Converged Customer Solutions & Special Projects Executive




Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.



Management, monitoring, development and improvement of Converged Customer Solutions (Fixed & Mobile) Management


Your place in the team


•    Manage and monitor Mobile & Fixed Complaint Management processes for both telco  & non-telco operations
•    Analyse and evaluate customer complaints from experience perspective and determine improvement areas 
•    Follow and report Complaint KPI’s (regulative/company/ team, respectively) 
•    Manage Mobile & Fixed reconciliation with operational stakeholders 
•    Follow Complaint trend, organise/ attend periodic meetings with operational stakeholders for improvement and development of complaint scenarios 
•    Follow and improve first contact resolution and first time fix performance 
•    Determine and apply proactive actions to reduce and fix potential complaints
•    Support to L1 and L2 operational teams on complaint processes
•    Monitor and test system problems, and manage bulk refund operation 
•    Follow Billing trends and create an alarm if necessary 
•    Determine RPA/automation processes and create development demands
•    Follow development process status and attend UATs
•    Revision of complaint procedures
•    Collaborate closely with core team (Hub) members and stakeholders
•    Contribute to DNA project's objective of digitalizing and automating E2E processes
•    Facilitate business engagements with business units
•    Understand business context of processes and look for simplification and automation opportunities
•    Propose & justify business process improvements
•    Evaluate and document as-is and future processes with a broad view and connect opportunities 
•    Aware of new technology and business solutions to design implementation plans for processes


We are looking for you if you have


•    Bachelor’s degree or above from preferably Management, Economics or Engineering faculties
•    Excellent command of English both oral and written
•    At least 5 years of experience on a similar position or on Telecom Sector
•    Marketplace Experience is a plus
•    Hands on experience on CX 
•    Capable of identifying opportunities for process simplification, elimination  & digitalization and  engage in the future state design
•    Proficiency with MS Office Apps
•    Strong planning, presentation and communication skills 
•    Excellent analytical & problem solving skills, creative & applied thinking, business acumen and data interpretation skills
•    Successful & Strong Stakeholder Management,Collaborative approach
•    Familiar with E2E process approach
•    Willing to define, plan and implement Business/Process Transformation
•    Inspired by driving changes across organization


Get to know us


If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr
Instagram: https://www.instagram.com/vodafonekariyer/
Youtube: https://www.youtube.com/user/VFTurkiye


Diversity and Inclusion


At Vodafone, we embrace and welcome everyone. We believe that we can operate more successfully and effectively with diverse teams. And we can only leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and strive to be their best. That way we can create a better future for our employees, our partners, the communities we work in and our customers.