Marwa Moustafa

• Handling technical related escalations and VIP customers.
• Delivering and creating knowledge Sessions /Training/Handover to agents.
• Support and leading the agents with the required knowledge and skills.
• Spotting any behaviors from the agents to raise the required flags, any gaps in the knowledge to offer the required solutions with One on One, sessions or Packs.

• Contacting main internet Provider Company (British telecom open reach) and site engineers to help solve technical issues regarding delaying or rejecting in the activation of broadband services.
• Handling tickets raised by first line team to assist in resolving physical faults and configuration issues that might affect broadband services and telephony networks (landlines) within the exchanges, PCPs, and up until customer’s equipment.
• Raising tickets to third line team (Network team) regarding Vodafone core network and
• congestion issues.

Handling home broadband billing, technical issues and queries for British Vodafone customers.

Handling billing and account issues and queries for British Vodafone customers.

• Handling tickets and emails coming from customers and other departments externally.
• Creating and scheduling orders coming from customers to customers.

• Handling inbound calls regarding customer’s inquires related to business needs.
• Manage and resolve customer complaints.
• Provide customers with product and service information.
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures.
• Complete call logs.