Role Purpose :
The Role’s purpose is to act as the enabler of fixed proposition team for leading and evolving the best practices of a fixed product organization in order to make it more efficient by designing and implementing initiatives that will improve customer experience from the technical aspects of fixed products ( wifi) and provide excellent service quality.
Key accountabilities and decision ownership :
Monitors technical support insights and detractors analysis and provides action plan in order to minimize calls and detractor reasons
Implementing or optimizing fixed product / service quality through major technical projects related to CPE portfolio, WiFi and other
Ensuring timely, audience-appropriate communication
Identifying feedback loops on product technical aspects within the organization and working with stakeholders to close those loops with new / improved practices in order to safeguard service quality
Work with stakeholders from Sales, Operations, CBU, IT and Network, and customer communities to translate business insights into actions.
Furthermore organizes and coordinates ceremonies related to projects and insights about technical aspects of the product ( technical support calls audits)
Coordinates with cross-functional teams to ensure new key projects are rolled out in time, and achieve quality target OKRs (Objectives and Key Results)
Act as the liaison between base growth squads, care squad and Big Data team in order to design campaigns and journeys for customer proactive treatment
Core competencies, knowledge and experience :
2+ years proven experience on Fixed product universe ( Technical support, Network, etc)
Strong analytical, prioritization, and negotiating skills
Excellent written and oral command of the English language
Must have technical / professional qualifications :
Bachelor's degree in Business administration / Marketing / Technical orientation ( Telecommunication)
Very good command of Greek and English languages (spoken and written).
Computer literate (MS Office).
What is in it for you :
Hybrid way of Working
Private Health & Medical Insurance
Extra days-off : We love mothers 4 months extra paid off-period!
Gym, Sports, Excursion weekends & Special events
Restaurant, entertainment areas, hairdresser, etc.
Needless to say, we cater for your communication wherever you are
Come as you are. We love when people feel they can be themselves at work
LI-Hybrid #Vodafonespirit #Togetherwecan