Fixed Solutions Analyst (Contract) At Vodafone Ghana

• Act as a Point of Contact for Fixed service delivery issues within Vodafone for queries and escalations.
  • Manage fixed request, complaints and escalation process – 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 non fixed issues

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• 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 update on early detection of system issues affecting customers
  • A strong ability to analyse and solve problems in order to gives appropriate feedback to 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

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• 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 a continuous growth in the active customer base.
  • Ensuring smooth flow of service from Order to Install and facilitate a superior customer experience to guaranteeing that fault to repair periods are minimised.
  • Ensure non fluid 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 of 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. 

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• Warm with strong customer focus 
• Excellent communication skills 
• Self-motivated and competitive 
• Ability and interest to learn about technology 
• Able to analyse information 
• Commercial awareness – an appreciation and interest in the mobile telecommunications industry
• Working knowledge of all products and services 
• Phone Skills
• Listening skills
• Attention to Detail
• Problem Solving skills
• Time Management competency
• Quality and Operations oriented
• Leadership
• Experience using Microsoft Office especially proficient in excel & PowerPoint

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