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Vodafone Hungary is looking

Convergence Services Operational Expert - 000000100018

Colleague for its COPS Team

    Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. At Vodafone, we believe that Customer Experience Excellence (CXX) is key to successfully realize/execute our strategy and also a main differentiator of us on the telecommunication market.

Role purpose:

    Contributes to preparation of the design, build and operation processes of the commercial operations for an entirely new line of business: fixed broadband.

    In the first phase (design phase), the main purpose will be to contribute to company readiness:
  • Prepare the processes for the build/run phase both for wholesale and own product selling model, including:
    • Sales processes for different channels (e.g Door to door model, telesales, …)
    • Field service processes
    • Activation process
    • Asset management workflow
  • Prepare the processes for the run phase:
    • Provide information
    • Service modification
    • Complaint handling
    • Cross/upsell.
    • Retention
  • Subsequently (after commercial launch), the focus will be to:
  • Ensure to operational readiness and make the frontline ready to manage both build and run phases
  • Track the day-to-day operation and working on continues improvement
  • Enhance the customer experience and the operational performance of both customer facing functions and back office
  • Ensure customer operations is ready for the launch of the TV platform

Key accountabilities and decision ownership

    DESIGN PHASE, PRIOR TO COMMERCIAL LAUNCH (covering both sales and customer care)

  • Design the customer experience and implement the operating processes :
    • Define the customer journeys for selling, installation, customer care, complaints handling, retention
    • Design and define the sales process in retail, telesales and digital channels
    • Build an effective door-to-door sales channel
    • Define the operating model for the technicians’ network (outsource vs insource)
    • Design, define and implement the entire customer care processes (installation, customer care, billing, complaints, retention), aiming to provide best in class CX
  • Define the systems requirements and work with the IT team to implement these systems in the sales and customer care channels:
    • interfaces with CRM systems to support sales, customer care and service modification
    • interfaces with third parties in case of wholesales/fiber rental agreements in order to support the sales, installation and customer care processes
    • interfaces with network and monitoring systems to resolve customer queries
  • Provide inputs into the overall convergent strategy and provide recommendations on key topics such as:
    • timing of commercial launch (and trade offs between high level of system readiness vs highly manual operations)
    • organisational set up, team location, ways of working
    • strategy and timing of the integration of the broadband operation with the mobile operation

    COMMERCIAL LAUNCH PHASE
  • Build a KPI dashboard with daily, weekly and monthly reports to track operational performance
  • Participate a service oriented culture with focus on excellence for every customer and continuous improvement

Must have technical / professional qualifications:

    Specific knowledge and competencies in fixed/broadband sector:
    • Clear Understanding of different network options (regulated wholesale, rental, own network)
    • Clear understanding of customer processes (sales, installation, customer care)
    • Clear understanding of IT systems (interfaces with third parties – network providers, service providers - monitoring systems requirements, …)
    Wants to build something new from scratch:
    • Copes well with uncertainty and ambiguity of what basically is a start-up within a larger organisation
    • Understands that intermediate milestones may change and may change frequently, however the end-goal is set and does not change
    • Engages in a constructive way with a team of dynamic and motivated people
    • Keeps things in perspective
    • Tenacious in driving delivery of goals; goes beyond what others think is possible
    • Knows Vodafone competitors and what we must do to outperform the

    Customer advocate
    • Openly talks about customer needs and expectations and encourages others to think about the customer first.
    • Always starts from the customer perspective when making decisions.
    • Anticipates current customer needs and preferences and takes action to meet and/or exceed their expectations.

We offer:

  • Competitive salary and compensation package
  • A laptop to ensure smooth working
  • A mobile telephone based on the actual company regulations
  • Employee tariff, which includes unlimited calls, free roaming in the EU and 20 GB data
  • Flexible working environment: 1-2 home office day/week; flexi office
  • Internal trainings to empower you to be at your best
  • Yearly performance dialogue to support your development so you can reach your goals
  • Innovative working environment where your ideas are heard
  • Corporate health and well-being program

Sector(s):

  • Client Services, Customer Services
  • Customer Services
  • IT Operation, Telecommunication
  • Telecommunication
  • Full time

Experience required:

  • 1-3 years professional experience

Required language level:

  • English - intermediary/communicative

Job location:

1096 Budapest, Lechner Ödön fasor 6.

Többes adatkezelés, a jelentkezés elküldése előtt tájékozódjon a munkaadó adatkezelési szabályzatáról.

The future is exciting. Ready?

If you are interested in the position, apply online!

A hirdetés adatai:
  • Pozíció neve: Convergence Services Operational Expert - 000000100018
  • Rövid pozíció név: Üzemeltetési munkatárs
  • Hirdető cég: Vodafone Magyarország Zrt.
  • Elsődleges kategória:
  • Terület: Budapest
  • Város: IX. kerület
  • Feladatok: DESIGN PHASE, PRIOR TO COMMERCIAL LAUNCH (covering both sales and customer care) Design the customer experience and implement the operating processes :Define the customer journeys for selling, installation, customer care, complaints handling, retention Design and define the sales process in retail, telesales and digital channels Build an effective door-to-door sales channel Define the operating model for the technicians’ network (outsource vs insource) Design, define and implement the entire customer care processes (installation, customer care, billing, complaints, retention), aiming to provide best in class CXDefine the systems requirements and work with the IT team to implement these systems in the sales and customer care channels:interfaces with CRM systems to support sales, customer care and service modification interfaces with third parties in case of wholesales/fiber rental agreements in order to support the sales, installation and customer care processes interfaces with network and monitoring systems to resolve customer queriesProvide inputs into the overall convergent strategy and provide recommendations on key topics such as:timing of commercial launch (and trade offs between high level of system readiness vs highly manual operations) organisational set up, team location, ways of working strategy and timing of the integration of the broadband operation with the mobile operation COMMERCIAL LAUNCH PHASE Build a KPI dashboard with daily, weekly and monthly reports to track operational performance Participate a service oriented culture with focus on excellence for every customer and continuous improvement
  • Elvárások: Specific knowledge and competencies in fixed/broadband sector:Clear Understanding of different network options (regulated wholesale, rental, own network) Clear understanding of customer processes (sales, installation, customer care) Clear understanding of IT systems (interfaces with third parties – network providers, service providers - monitoring systems requirements, …) Wants to build something new from scratch: Copes well with uncertainty and ambiguity of what basically is a start-up within a larger organisation Understands that intermediate milestones may change and may change frequently, however the end-goal is set and does not change Engages in a constructive way with a team of dynamic and motivated people Keeps things in perspective Tenacious in driving delivery of goals; goes beyond what others think is possible Knows Vodafone competitors and what we must do to outperform the Customer advocateOpenly talks about customer needs and expectations and encourages others to think about the customer first. Always starts from the customer perspective when making decisions. Anticipates current customer needs and preferences and takes action to meet and/or exceed their expectations.
  • Elvárt végzettség: Középiskola
  • Elvárt nyelvismeret: Angol
  • Foglalkoztatás jellege: Teljes munkaidő
  • Szükséges tapasztalat: 1-3 év szakmai tapasztalat
  • Feladás dátuma: 2017-12-08
Állás, munka még: Vodafone Magyarország Zrt.>