Location: Lagos
URL: www.etisalat.com.ng (http://career.etisalat.com.ng/career/www.etisalat.com.ng)
Description:
Division: IT Billing Support
Reports To: Manager-CRM & Resource Management
Job Summary:
Interface between the BSS Operations team and customer-facing business units in order to ensure effective IT service quality and trouble/ problem management
Principal Functions:
Assume responsibility for:
• Interfacing between the BSS Operations and customer-facing business units
• Conducting product and service assurance, including service quality management and trouble/ problem management
• Ensuring customer contact and support in relation to any service-affecting issues detected through analyses or by existing resources; resolve such issues to the customer's satisfaction
• Upholding customer QoS/ SLA management processes as defined in the organization's service description, customer contracts and/ or product catalogue
• Ensuring achievement of performance targets across all of a service's contractual and/ or regulatory parameters, e.g completion on time for order requests, time to repair commitments, customer contact performance, etc
• Providing timely response to customer-affecting service problems or failures in order to minimize effects on customers
Educational Requirements:
First degree or equivalent in a numerate or technology-focussed discipline, e.g Engineering, Computer Science, Computer Engineering, Mathematics, Business Management, Physics, etc
Relevant professional qualifications/ certifications will provide an advantage, e.g database management, programming and/ or IT infrastructure
Experience & Skills:
Between one (1) and two (2) years' directly relevant post-NYSC work experience
Click to apply on or before 18th June 2012
Apply to this job (http://career.etisalat.com.ng/career/job/164/analyst-crm-prm-assurance-at-etisalat-nigeria/)