Aug 252017

Role PurposeTo provide administrative & second line support to VODAFONE CASH agents, VODAFONE CASH customers, & Vodafone employees and educate consumers on the VODAFONE CASH product.Key Responsibilities

  • Follow up on all issues received to closure.
  • Classification of agents assigned to the team.
  • Participate in Consumer education /VODAFONE CASH Agents Forums, PR events aimed at increasing agents and customer education, conferences and Expos.
  • Preparation of Educational agents materials such as SMS broadcasts and bulletins
  • Act as a communicator between the VODAFONE CASH Agents support operations team and other groups
  • Closing of Service requests assigned to the team within SLA.
  • Ensure quality resolution on SR responses.
  • Submit weekly training reports to Section Manager & ad-hoc reports where requested.
  • Provide consultancy support to CCS VODAFONE CASH Support, Retail centres, Risk Management, Finance, Consumer Business units and IT on VODAFONE CASH Agent issues arising within 24 hours of receiving request.
  • Proper documentation of any delays in follow up of escalated issues and the same sent to the VODAFONE CASH Agent and customer support Manager
  • Provide Float management & web access support to agent head offices within 2 hours of receiving request. Monitoring the report of the float hotline.
  • Offer operational support to assigned VODAFONE CASH Head offices by ensuring issues escalated is followed up to closure.
  • Identify agents that require training and/or follow up in the assigned regions and alert the VODAFONE CASH training officer. Documentation should be done.
  • Provide support to visiting customers and agents at the VODAFONE CASH help desk and providing detailed weekly reports.
  • Communicating to VODAFONE CASH agents’ system downtime issues as approved by management.
  • Reporting of new fraud scams proactively to the VODAFONE CASH fraud team and VODAFONE CASH management.
  • Availability on the VODAFONE CASH Admin mailing folder as scheduled.
  • Ensuring contact with newly assigned head offices and ensuring training is done.
  • Degree in IT/Engineering/Business related field
  • Strong analytical skills
  • Attention to detail
  • Proficiency in Microsoft office suit especially excel
  • High level Organizational skills
  • Ability to cooperate and liaising with internal and external customers and managing their expectations.

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Questions Typiques
“Where do you want to be five years from now?” “What employers are really asking is, ‘Is this job even close to your presumed career path? Are you just applying to this job because you need something? Are your long-term career plans similar to what we see for this role? How realistic are your expectations for your career? Have you even thought about your career long-term? Are you going to quit after a year or two?’”
Questions à poser
What is the single largest problem facing your staff and would I be in a position to help you solve this problem? This question not only shows that you are immediately thinking about how you can help the team, it also encourages the interviewer to envision you working at the position.