Accra, Greater Accra
  1. Full Time
  2. Customer Relationship Management
Posting date:11 Feb, 2019

Role purpose: The ROLE is responsible for the daily management of All Fixed Faults complaints and request for ISDN and Fixed Data. It provides Level 2 support to VBS, Retail Shops, AD Shops, Experience Centre as well as Service Assurance on Fixed Voice, ADSL, ISDN and data billing requests and complaints. It also innovates to improve Customers’ Experience


The goal is to execute the Service Support Innovation and Fault resolution processes by providing co-ordination and communication to enable the accomplishment of all Fixed Faults and 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.


The role is responsible for driving digital innovation within the Fixed Service space and has the obligation of ensuring all SLA’s agreed with key stakeholders are met and exceeded consistently deliver an unmatched customer service experience to Fixed Customers


Key Responsibilities:

  • Point of Contact for Fixed Solutions with requisite management of Customers; complains, enquiries and requests and escalations within Vodafone – 2nd Line Support to Experience Centre and Fixed Engineers

  • Proactive Monitoring, Reporting with detection, analysis and resolution of Customer Complaints while optimising teams productivity

  • Deliver innovations to empower Customers and reduce Service Interactions to Experience Centre

  • Effective management of Stakeholders and Customers during System Outages with timely updates upon resolution – Planned and Emergency  

  • SLAs of 94% for Consumer Customers and 95% for Enterprise Customers

  • 100% communication to Customers with Extended ETRs ensuring resolution in a timely fashion

  • 100% management of jeopardy incidents – Voice and ADSL

  • Quarterly implementation of Innovation transforming the Customers Experience after Service Delivery

Life at Vodafone

Raniya's Work Experience

James "Vodafone changed my life"

James "Vodafone changed my life"