What you do for our customers Our Onenet Express customers call you for all their admin questions, information and simple change requests. You strive for the “first time right”; handling their request during the first call the customer makes.
What you are going to do
Represents Vodafone for ONX
Assures max customer waiting time when called to be less than 25
Accepts questions, requests, changes or incidents and initiates tickets (Right Now, Unify, Gemini, Remedy or BOP) to be handled by the change or incident process.
Converts e-mails into tickets as input for the handling process.
Responses customer friendly with a “Can Do” attitude, supporting the NPS.
Solves 80% of all customer requests solitaire, preferred in the first call. First time fix is measured as KPI.
Can handle all billing requests (Gemini and Unify), e.g. explain a billing question or supplying billing data (XML).
Is responsible for correctly defining an issue in case of escalation. Collects all available (technical) information needed by the next level of support.
Handles connection and porting requests for mobile and ONX.
Can initiated small changes like supplying additional phones or licences and handles invoicing correctly.
Communicates proactive in case of changes/maintenance in the services.
Is responsible for the correct logging of all handled/owned tickets.
Checks in case of “waiting for customer” actions regular progress by customer.
Is ticket owner for all (including dispatched) tickets/cases and coordinates all tickets/cases until solved to be able to close.
Service Level Management
Is responsible for managing the applicable SLA.
Signals timely when SLA is in danger or might not be met.
Always quality is in mind. Works accurate and assures that all relevant information is available in the tickets.
Updates all changes to customers environment accurately in systems keeping customer information up to date.
Is committed to give input for improvement of procedures or processes.
Regular training to extend the knowledge of Vodafone services is part of the job, being able to keep track of all improvements and new services.
Over het bedrijf
For Onenet Express (ONX), the TES Admin desk is first point of contact for all questions and requests coming from ONX customers. These customers make use of a combination of mobile and fixed Vodafone hosted telephony services. The Onenet Admin desk has extended opening hours, from 8 to 18 hours. Members are scheduled in the opening planning to assure reachability. The main goal is to support ONX customers directly by phone for all admin questions, information and simple changes. It is the intention that handling of the requests is better than 80% or more during the first call: “first time right”. Next to this goal, the service levels are to be exceeded or met. The combined aim is to improve the E-NPS. In case of incidents the call is forwarded to the technical support colleagues within the Converged Desk.
The Admin Employee is experienced in delivering 1ste line support for Mobile and Onenet services. He/she knows the customers structure, the contract and is able to maintain the relation with the customer. In case the complexity is too high, timely involvement/escalation of Technical Support is the next level to fulfil the customer’s request.
Knowledge in service support, preferred 2 years or more.
Experienced in supporting customers .
Good understanding of services, Mobile and ONX.
Knowledge with technical products and services is preferred
Understands customers need and knows how to delight customers (NPS)
Proven ability to communicate in word (NL) and writing (NL & UK).
Grade: Customer Services C Location: Maastricht
Wil je meer informatie of heb je vragen over deze vacature neem dan contact op met Jeroen van Weeghel via firstname.lastname@example.org of bel 06-46928285.
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