Manager Customer Care Back Office (GSM & M-Pesa)

Maputo Head Office - Mozambique, Maputo
  1. Full Time
  2. Customer Relationship Management
Posting date:03 Dec, 2019
Role purpose: To resolve Customers’ queries sent to the 2nd & 3rd support line, analyse the type of queries to find the root-cause with the support of the different stakeholders and assure that the situation is permanently resolved. To guarantee speed in the Customers’ queries resolution.
Key accountabilities and decision ownership [max 5]:       
  •  Guarantee that the processes and procedures of the Back-office team is being followed and every other business unit follows them;
  •   Interact with the different stakeholders, internal and external, to guarantee that the SLAs are being accomplished;
  •    Assure that all the operational constraints are being resolved within the stipulated time on the SLA’s document;
  • Interact with the internal division areas to guarantee that the front office team are empowered – action to reduce tier 2 queries; and
  • Assure that Customers’ queries are resolved within the agreed timeframe, if not follow up with the specific area to improve the service, guaranteeing that the issue is resolved (root-cause analysis). 

Key performance indicators [max 3]:

  •   95% of Customer queries resolved in 4 hours;
  • 10% of Customers’ queries escalated to Back Office – 90% of Customer queries to be resolved on first line (Agent empowerment);
  • 10% of queries resolved on the 3rd line (technical support areas).

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James "Vodafone changed my life"