Gated Community Specialist

**Responsibilities**: **Band: H1** - Providing Vodafone Egypt home compound customers with all required information related to the products and services to delight them with superior customer support. - Providing 2nd line technical support to triple play services. - Acting as a focal point to all Gated community and FTTH customers with all stakeholders (Technology - Hardware/passive Vendors - /system providers). - Prioritizing and achieving multiple tasks, establishing, and meeting deadlines. - Following up on all customer-related issues and providing timely feedback to Vodafone Egypt Gated Customers. - Adhering to Commercial Operations Department policies and procedures. - Providing customers with superior recommendations and actions to drive customer satisfaction and loyalty. - Performing consistent activities and tasks efficiently and effectively. - Proactively reinforcing Vodafone's customer care proposition during all contacts. - Implementing high-quality standards of technical support for Gated Community customers through exceeding all KPI's thresholds. - Providing end-to-end ownership of customer demands until closure. - Managing and scheduling the calendar for installation/support visits with customers. - Supporting technicians and onsite engineers during customer visits. - Coordinating support /installation visits with onsite engineers according to the visit zone - Coordinating support visits with vendors and ensuring tickets are closed within their SLA and following escalation matrix for each service. - Handling triple play customers' escalations. - Acting as focal point with commercial and technology teams. - Following up on cases with passive vendors and technology teams. - Monitoring the OLT system to ensure all our customers are connected. - Managing IPTV requests end-to-end with vendors and customers. - Owning and managing the customer relationship through handling customers’ complaints/retention. - Creating a smooth communication channel with different departments to resolve customers' problems and demands when needed in a highly professional manner. - Offering superior quality and managing STTH requests end-to-end with vendors and customers. - Providing customers with a great experience through a proactive, customized, personalized relationship, addressing their issues proactively. - Proactively mentoring triple-play systems to raise any abnormal issues **Qualifications**: - Minimum of 3 years' experience in a similar technical role. - Triple play experience - Very good command of the English language, both written and spoken. - Customer-oriented with a professional approach when dealing with customers. - Familiarity with the following, OLT, GPON & GPON+, FTTX, IPTV/STTH management and monitoring systems. - Excellent communication and negotiation skills, with an analytical mind. - Energetic and able to work under pressure with a positive attitude. - Highly self-motivated and self-driven. - Flexibility when required. - Team-oriented and able to operate with an ideal team spirit. - An engineering background is a plus.