Fixed Complaint Management Advisor

Role overview

Vodafone is looking for a Fixed Complaint Management Advisor based in Doha, Qatar to handle technical complaint resolution for fixed services. The role focuses on customer communication, outage coordination, field-issue tracking, and reducing repeat complaints through proactive controls, training, and strong collaboration with technology, digital, and fulfilment teams.

Key responsibilities

• Coordinate communication for both planned and unexpected service outages, while partnering with technology teams to diagnose and resolve customer issues.
• Work with technology stakeholders to develop preventative measures that lower the volume of technical complaints, and monitor complaint trends against the customer base to recommend corrective actions.
• Partner with the digital team to strengthen self-service options such as the My Vodafone app and chatbot so customers can troubleshoot issues themselves.
• Keep customers updated on the progress of their complaints, reduce repeat follow-up calls by tracking interactions in the CRM, and log every customer touchpoint.
• Make sure subcontractor field teams follow standard operating procedures when resolving technical complaints, and ensure all field actions are recorded in the CRM.
• Deliver training to frontline teams so many customer issues can be resolved on the first contact before a trouble ticket is raised.
• Monitor and report issues raised within 10 days and within 1 month after installation; escalate installation-quality concerns immediately to the Fixed Fulfilment team for corrective action.
• Carry out manual support activities such as first-level troubleshooting calls and scheduling home visits when needed.
• Track service-level agreements across field vendors and regions, including ensuring trouble tickets are closed within the agreed 24-hour SLA, field visit included.
• Maintain the field service experience by training field staff on Vodafone working practices and ensuring approved uniforms and identification are in place.
• Manually track fixed-line inventory, manage reordering based on consumption patterns, and use the Media First operator portal to check IPTV fulfilment status during troubleshooting.
• Collect customer feedback forms from field teams, review them, and upload them into Siebel for future reference.
• Perform other duties aligned with the role, as assigned by the line manager.

Qualifications and experience

• An engineering degree in Telecommunications is required.
• More than 5 years of relevant experience in the telecommunications or service industry, with strong exposure to fulfilment in both mobility and fixed services.
• Proven ability to manage vendors from varied backgrounds and maintain high service standards.
• Hands-on knowledge of OTDR and LSPM test equipment, including the ability to review test reports and verify whether results fall within acceptable thresholds.
• Experience with fixed fibre services such as FTTX, as well as checking 5G signal quality during field visits using RSSI values.
• Ability to create training materials and troubleshooting guides based on real use cases, and to understand technical resolutions and root-cause analyses for customer communication.

Additional information

This is a full-time onsite role in Doha, Qatar. The position involves close coordination with technology, digital, fulfilment, and field operations teams, with a strong emphasis on complaint reduction, operational discipline, and customer communication quality.