Vodafone Qatar
Role purpose:
Vodafone Group Enterprise Operations delivers consistent, excellent service to all our 1700 multi-national clients. From designing to delivering extraordinary service that exceeds our customer’s expectations, we lead excellence across all our global markets and customer lifecycle. Under the guidance of our empowered business leader, joining us as a Capability Manager you can be part of ensuring our excellence transformation across for all our Enterprise customers.
As our Billing Relationship Lead, you will provide a single point of contact for designated complex customers. As a result, you will be engaging with all Vodafone stakeholders to manage all billing related customer support activities including integration of new bids.
Key accountabilities and decision ownership:
– Responsible for managing and owning the implementation, development and automation of customized bill production, for assigned managed services customers
– Acts as a central and key contact point for the Vodafone global customers for billing queries and service.
– Maintain a disciplined, proactive approach to improve debt in query management
– Take ownership of problem and incident management, completing root cause analysis
– Accountable for ownership and escalation of billing issues
– Drive resolution of incidents and problems according to pre-specified requirements
– Collaborates with different IT teams for systems improvements and issue resolution
– Interfaces with revenue assurance teams and auditors
– Interfaces with internal and external suppliers
– Interfaces with internal VGE Account teams as well as Vodafone global customers and liaise closely with Customer representatives
– Responsible on updating the relevant systems and provides required reports.
– Ensure delivery of a positive experience for Vodafone Customers
Requirements:
Core competencies, knowledge and experience:
– Fluent German
– Fluent English
– Excellent written and verbal communications & negotiations, as well as presentation skills.
– Excellent ability to manage customer relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
– The ability to be an effective team player is essential
– ITIL v3 Foundation knowledge
– Experience of working to targets in a highly pressured environment
– Analytical skills
– Ability to adapt communication style to suit audience and situation
– Experience of working to targets in a highly pressured environment
– Excellent use of MS Office suite
– Additional languages is a plus
Must have technical / professional qualifications:
– ITIL v3 Foundation
– German – C1