• Etisalat Nigeria is Recruiting

  • Posted on: 21 March, 2014 Deadline: 2 April, 2014
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  • Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel

    Etisalat Nigeria is recruiting to fill the below position:

    Specialist Customer Intelligence

     

    Job Summary
    Gather and analyse data on Etisalat's customers' experiences across all touch points.

    Principal Functions

    •     Support the design of experiences with both emotional and rational/tangible benefits
    •     Keeping up with customer experience best practices in the telecommunications industry with the ability to adopt/ implement accordingly.
    •     Assist in monitoring competitor activity with regards to customer experience management
    •     Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources
    •     Maintaining the Customer Intelligence database to ensure availability of data.
    •     Customer Email and Alternate sources capture from diverse sources for CEM initiatives.
    •     Provide monthly customer Segmentation analysis report.
    •     Monitoring and data validation of monthly customer Priority Routing process.
    •     Production and deployment of How-to-videos for Customer education.
    •     Project Management and production of the Voice of the Customer (VoC) videos
    •     Social Media monitoring and Reporting. (Twitter, Facebook and online).
    •     Responsible for all CEM email broadcast communications to customers.
    •     Data and Decision support for all CEM initiatives.
    •     Perform any other duties as assigned by the Manager, Customer Experience

    Educational Requirements

    •     First degree or its equivalent in a relevant discipline.

    Experience, Skills & Competencies

    •     Three (3) to five (5) years relevant work experience.
    •     Excellent understanding of Relational Database Management Systems (RDMS)
    •     Possess strong data analysis and reporting skills.
    •     Ability to translate data into actionable insight and a coherent strategy for the unit or department
    •     Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
    •     Well organised with a systematic approach to work and close attention to detail
    •     Passionate and driven to improve the customer experience
    •     A completer finisher with a track record on time delivery to high standards.

    Method of Application

    Interested and qualified candidates should Click here to apply online.

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