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Vodafone Ghana Jobs Vacancies Application Instruction 2023
However, I can provide some general tips for jobs applications that may be useful:
- Review the job description carefully to ensure you meet the qualifications and experience required for the position.
- Customize your resume and cover letter to highlight your relevant skills and experience that match the job requirements.
- Follow the application instructions provided, including any specific requirements for the submission of your application materials.
- Proofread your application materials for errors in spelling and grammar.
- Ensure that your contact information is accurate and up to date.
- Submit your application before the deadline.
- Follow up with the employer after submitting your application to express your interest and inquire about the status of your application
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Details of Vodafone Ghana Vacancies Position.
Job Description
The person is responsible for the daily management of All Fixed related complaints such as fixed faults, installations, and surveys. He / She is also will provide Level 2 support to VBS, Retail Shops, AD Shops, and Experience Centre as well as account-related and data billing issues. The goal is to execute the Service Delivery and Fault resolution processes by providing coordination and communication to enable the accomplishment of all Fixed related issues and some aspects of 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.
Key Accountabilities And Decision Ownership
- Act as a Point of Contact for Fixed service delivery issues within Vodafone for queries and escalations
- Manage fixed requests, complaints, and escalation processes – engage with customers and stakeholders
- Fixed data customer billing
- Fixed Line testing, number creation, adding and removing call features
- Credit Adjustments
- Plan Changes Request
- Static IP Configuration
- Email Account Creation / Configuration
- Provide 2nd Line support for fixed field Engineers and resolve nonfixed issues
- Detection and Analysis of Customer Complaint trends
- Assess and manage increases or delays in particular fault categories
- Review adherence to processes and procedures by frontline staff (Retail, EBU, and Call Centre)
- Provide updates on early detection of system issues affecting customers
- A strong ability to analyze and solve problems in order to give appropriate feedback to the team, stakeholders, and management
- Acting to solve discovered problems/issues in line with set processes and procedures
- Capability and Effectiveness
- Provides accurate and up-to-date information on a regular basis to keep, stakeholders and other managers informed of any problems
- Must have a detailed and working knowledge of all relevant fixed technologies, products, services, or processes for effective troubleshooting
- Accountable for ensuring the smooth flow of Fixed Voice, Fixed Broadband faults and installation for both Consumer/EBU
- Confirm before closing all FBB fault repairs to ensure a good customer experience and reduce repeat faults
- Ensure stakeholder engagement and support to achieve organizational objectives through visible and effective personal interventions
- Process Improvement and Training Needs in Retail, EBU, and Call Centre and ensuring resource availability for the FBB sales teams and accurate data for stakeholder (FS)
- Ensure unused data resources tied to uninterested inactive customers are freed for resale by sales teams to ensure continuous growth in the active customer base
- Ensuring smooth flow of service from Order to Install and facilitating a superior customer experience to guaranteeing that fault to repair periods are minimized
- Ensure nonfluid faults are made fluid to enhance the customer experience journey
- Fixed line terminations, disconnections, Recoveries, and Reconnections
- Recommend process improvements for areas or refresher training based on wrong reporting by frontline staff or other provisioning errors
- Review process areas that can lead to work improvement,
- Responsible for Escalating System Outages
- Ensure immediate reporting and escalation of systems and tools outages or errors including CRM, NCE, U2000, N2000, all Billing systems, MSANs,OLTs, BRAS, etc. and work with stakeholders to resolve
Technical and Professional Qualification
- Bachelor’s degree in business administration or related discipline
- Experience using Second Level Support & Customer Experience Management Tools
- Telecommunications Service Quality and Operational Experience
- Experience using Microsoft Office especially proficient in excel & PowerPoint
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
How to Apply
Submit your CV and Application on Company Website: Click Here
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