Vodafone Ghana Accra

Job Description
Role Purpose
1. To provide professional service assurance input to the creation and maintenance of the Enterprise Solutions annual plan and budget.

2. Provide bespoke incident/problem management for allocated accounts within the framework of an agreed

Key Accountabilities
1. Support the Customer Service Specialist in developing operating procedures and processes for coordinating, updating and resolving service incidents/problems for Enterprise accounts.

2. Work with the customer satisfaction survey group to identify major customer service concerns and then work with the customer to define the issues.
3. Create a service development plan to resolve the customer’s priority service issues and agree 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.
4. Manage implementation of the service development plan, coordinating efforts of various support groups across Vodafone Ghana. (Service Assurance, Credit Control, Customer Operations etc)
5. Agree a set 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.

Core Competencies, Knowledge and Experience
1. Business studies degree or equivalent/degree in telecommunications or equivalent
2. 3 years’ experience of service or account management in the telecommunications sector
3. Project management
4. Ability to work in matrix teams
5. Presentation skills