Fulfilment Advisor

Job Description Key accountabilities and decision ownership: • Ensure mobile activations for Consumer and Enterprise segment is done in defined SLA. Perform quality checks on activations performed by offshore team. • Provide on-call support to sales team. Track and report call reasons and derive plans to optimize / reduce these calls through automation or system changes. Also support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required. • Ensure the port-ins are done within the agreed service level with smooth on boarding, and the port outs are thoroughly validated and processed within defined SLA. • Focus on customer end to end journey starting from activations until first billing. Work as part of a team to ensure offering an awesome customer experience at all times. • Ensure that the desired request is fulfilled within the agreed service level with quality. All the necessary information related to product process needs to be shared with each team member. • Follow the escalation matrix when escalating to get the response within agreed service level and validate all the relevant documents before creating customer account in system in proactive manners. • Manage stock order process for VBS customers and Vodafone staff, task includes but not limited to- validating the request with the list of validations, seek for required approvals, raise stock order request in GWC portal. Track the approvals & ensure delivery is done within agreed service level and ensure billings are done for billed to account cases. • Track and monitor the reports related to bill to account Ensure all test activations and all employee activations are done within agreed service level and followed by agreed validation process.