| Job Location | Doha, Qatar |
| Education | Bachelor's degree / higher diploma |
| Salary | Not Mentioned |
| Industry | Telecommunications |
| Functional Area | Not Mentioned |
Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers? experience of Vodafone to help us become a truly admired company.With us you will drive and support the organization to maximize customer satisfaction through quick resolution to all customer care & complaints and maximize on problem resolution NPS score against the competition. Manage the Customer care operations for Vodafone Qatar to create a differentiated proposition in customer care and resolution, management & experience. This role is also responsible for end to end customer incident management, resolution and communication by engaging technology and experience teams to resolve issue on a timely manner and reducing the customer impact. Be responsible for day to day operational support for all call centres on shore and offshore teams. Successful launch readiness for our products, implementation of short and long term operational systems, processes and policies to enable each care function to run at optimum capacity ensuring their sole focus is on delivery of all required service and experience. Responsible for end to end management of all headcount related activities including recruitment, induction and training of new staff for the customer care and complaints functions, also responsible for the management of budgets for onshore and offshore call centres along with payment processing and settlements on time. You will be the key customer care insights person to the management and enable the leadership team to make effective decisions through data analysis and insights.
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