• Own all customer inquiries regarding web hosting, Sherkety & Cloud computing services (VM, Exchange, Sharepoint, webhosting, eshop, CRM) and other business solutions till closure and post resolution call to ensure customer satisfaction and close case. • Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through business solutions mailbox to ensure solving the customer problem according to the SL. • Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL. • Provides relevant and accurate information (Services, Products & Policies). • Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable. • Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products. • Attending different UATs to ensure that any new business solution or product is compatible with systems and internal processes. • Handle new complicated services and business solutions currently in the market. • Contact related vendors & liaise with them reported problems. • Monitor SLA time frames and report them till closure • Meeting/exceeding department KPIs consistently & innovatively. • Provide customer with appropriate options/right suggestion. • To maintain average of the supervisor observations and the QA observations according to KPIs. • Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution • Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers. • Acting on VOC with Full process to have it on production. • Handle customer inquiries through Web Chat on Vodafone formal site. Internet devices & Data lines, etc... § Produce concept documents, Feasibility documents, business cases, communication briefs, questions and answers, SLAs and other product documentation. § Co-operate with internal and external partners in order to leverage best practice in the internet space § Analyze Customer Service information to measure customer acceptance of new propositions § Work with Marketing Communications, agencies & Graphics team to develop appropriate support materials and communication items necessary for a successful Online P&S launch into the market. § Provide support to sales and pre-sales teams when needed to ensure smooth operations & Customer experience § Manage the commercial vendor relationship. § Support in preparing solid launch plans for each propositions, including metrics to monitor post launch. § Liaise with all internal stakeholders and external partners to ensure successful launch of all propositions. § Assist in updating new Products on Vodafone Online Shop and ensure content is displayed in a way to best market it. § Responsible for preparing with Customer Insight team full Post Promotion/Proposition

Providing a clear effective plan to solve and enhance product issues, plan to include all ideas and valid proposals to implement before taking any actions except casual/sudden requirements from management. Providing clear insights for products including detailed analysis (through SRs & Call Activities, Quality Turn-Off, etc.) & communicate a monthly professional presentation including all gaps & insights with suggestions & recommendations for improvements, decreasing calls, increasing customer satisfaction in alignment with all stakeholders. Ensure that all products problems & assigned SRs are handled within service level to ensure i-Care involvement & ensure correct escalation & follow-up to avoid violation. Ensure availability and/or creation of professional support model for product starting with activation till retention to easily find gaps and solve them quickly and effectively. Creating clear & updated Troubleshooting Guide, es2alny, I-Care homepage including all required information provided by all available aiding such as presentations & simulators to support our internal & external teams & increase all CC Teams’ knowledge & recommend trainings.Provide training to Business Solutions team to increase product awareness and knowledge including process enhancements and increase technical awareness. Align with Processes Team (if needed) and other stakeholders to ensure that the product processes are written correctly & clearly, in case of any mistakes make the necessary corrections & propose it to Business Solutions management team to validate & finalize any pending issues. Ensure & follow-up that all process documents are correct & raise a flag if any gaps were discovered & propose solutions with dates. Hosting service product owner and spoc with vendor (Mail2web and myhosting.com)

• Advanced technical troubleshooting & support to USB modems and customer laptops (2nd line support to retail staff). • Advanced troubleshooting to 3G Routers (2nd line for stores having service expert). • 2nd line support for contact sync services. (named as backup service) • 1st line support for Webox. • Full troubleshooting for Blackberry devices with an Ontime link with the VF service center & RIM. • Full responsibility of blackberry returns (DOA and DAP processes). • Audit Blackberry returns from Retail and corporate staff. • Handle Blackberry HW issues through the service center and Tech stores upon case complexity. • Handle blackberry spare parts full logistics. • Full troubleshooting to iPhone devices including direct link with VF Service center & Apple. • Full responsibility of iPhone Returns (DOA and DAP processes). • Handling iPhone Advanced inspection and approval for swaps or fix. • Handling iPhone GSX full logistics replacing “BEST BUY”. • 2nd line support to (retail staff, service experts, call center, business solutions team) for all mobile internet services. • Full readiness to handle all new business solutions services appeared in a short time. • Full readiness to handle hardware issues any new Blackberry devices. • Provide advanced technical training to Retail staff for all tech @ Retail related support services and processes

Act as a first line of support to all VF Egypt business solutions users inquiries. - Where applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware. - Aim to resolve customer issues at the first contact. - Provides relevant and accurate information (Services, Products & Policies). - Own all customer inquiries regarding business solutions till closure. - Escalate all inquiries to the specified department through a standard SLA whenever needed. - Conduct the necessary orientation sessions to all COPS staff regarding newly launched products & services - Handle new complicated devices and business solutions currently in the market. - Contact related vendors & liaise with them reported problems. - Monitor SLA time frames and report them till closure - Proactively inform Corporate customers about planned outages affecting Business products (GPRS - Wireless Office - RIM Outages … etc). - Meeting/exceeding department KPIs consistently & innovatively. - Provides relevant and accurate information (Services, Products & Policies). Provide customer with appropriate options/right suggestion. - Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers. - Ensure that all escalations contain complete information to ensure resolution targets are achievable • Gather, filter, & communicate the necessary telecom. Technologies materials & information "especially new handsets, connectivity hardware & software, new products & services” in a simplified way to be easily understood by Call Center / Corporate agents. • Provide Call Center / Corporate agents with acceptable technical knowledge to be able to enhance quality of services offered. • Handle multiple scopes of tasks of user acceptance tests, internal & external service level agreements

selling Microsoft sw products to SOHO and SME and ensure that all products are used by original license

Marketing, Marketing

computer science and pure math., computer science and pure math.