Service quality expert (fixed internet) in Vodafone Ukrayina

Vodafone Ukraine is a world-class company that occupies leading positions in the field of technology and telecommunications , introduces innovations in all areas of activity.

Every day we work on the implementation of ambitious projects. That is why Vodafone Ukraine is not only telecommunications, but also the latest technologies, including Cloud Services, Big Data, IoT, Smart City.

Responsibilities

• Monitoring and evaluating the quality of service at the points of contact with customers.
• Development and implementation of plans to improve interaction with customers.
• Training and development of service point personnel.
• Development and conducting of surveys, questionnaires to assess the quality of service.
• Analysis of received data and preparation of reports.
• Development and improvement of feedback collection and analysis methodology.
< li style="font-weight: 400">Analysis of customer feedback and implementation of recommendations to improve service.
• Monitoring and analysis of KPIs in the area service.
• Preparation of reports and presentations for management.
• Development and conducting of trainings to improve the quality of service.
• Collaborate with marketing, sales and service departments to understand customer needs and implement changes.

Requirements:

• Deep understanding of Customer Experience principles and practices.
• Ability to integrate knowledge about needs customers in the development process.
• Ability to analyze customer feedback and use it to improve service quality.
• Work experience with CRM systems and data analysis tools.
• Knowledge of customer satisfaction assessment methods.
• Skills for working with analytical tools for data collection and analysis.
• Understanding key KPIs (performance indicators) in the area of ​​customer service.
• Communication skills and negotiation.
• Ability to present information clearly and convincingly.
• Deep understanding of the principles and practices of interaction with clients at service points.
• Knowledge of best practices in customer service.
• Ability to analyze service processes and identify opportunities dfor improvement.
• Skills in the development and implementation of training for staff.
• Proficiency in English at a working level .
• Higher education.

We offer:

• Team like-minded people, transparency of decisions and openness in communication
• Official employment, social guarantees
• Flexible work schedule and remote working days
• 31 calendar days of vacation
• Corporate medical insurance and wellness
• Free sessions with a psychologist
• Free mobile communication
• Advantageous tariff plan from Vodafone for the family
• Professional training at the expense of the employer
• Active corporate life< /li>

If you are interested in this position, send us your resume with salary expectations.