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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