Author Topic: #Vacancy: Specialist, Self Care Job at Etisalat Nigeria  (Read 256 times)


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Job Title: Specialist, Self Care

Company: Etisalat Nigeria

Job Type: Full Time

Qualification: BA/BSc/HND MBAMSc/MA

Location: Lagos, Nigeria

Job Field: Customer Care


Etisalat Nigeria’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.


Job Summary:

-    The specialist, Self-Care is part of the Customer Experience team and is responsible for enhancing existing and building new self-care capability across Etisalat service touch points primarily Web and Mobile channels.

-    We are looking for an individual with an attention to detail whose aims include delighting customers through features and experience.

-    Passionate about growing the online interactions and making the one stop shop for product information and account management.

-    This is a critical support role for the Customer Experience Team leading cross-functional internal and external teams to deliver a range of projects and initiatives at a time of significant online transformation.

-    You will have significant responsibility and ownership for the definition, documentation and execution of Self Care Projects including directing and motivating project teams members and third party suppliers.


Principal Functions:

-    Execute the Online User Experience (UX) and self-care plan, increase self-care transactions to meet and exceed targets KPIs

-    Cooperate in setting KPIs, build online dashboard and monitor results.

-   Focus on delivering the key KPIs and stop activities not pointing in direction of these activities.

-   Establish stable links with CC and segment teams to ensure effective and successful Self-care operations for Online

-    Drive Etisalat Nigeria’s Mobile self-care activities

-    Manage a stable customer experience, and professional operation to support commercial and efficiency plans

-    Cooperate in the design of an online capability roadmap in alignment with segments, CC and IT to ensure full capability support for Self Care targets

-    Manage effective and targeted online activities including proactive self-care campaigns

-    Align capability roadmap to make sure plans support Self-care boost plans

-    Establish direct links between commercial activities and self-care activities to strengthen and boost both transactions

-    Control scope, budget and timing of online capability developments.

-    Control customer experience of online capabilities to guarantee superior customer experience for Etisalat customers

-    Manage the maintenance of online capabilities delivered by the unit

-    Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Online User Experience and Self-Care.


Educational Requirements: – First degree or equivalent in a relevant discipline.


Experience, Skills & Competencies:

-    Three to five years as a usability engineer, user experience designer, graphic designer, user researcher, or equivalent title in software design or development

-    A thorough understanding of consumer needs, drivers and issues

-    Experience with both Web and Mobile applications – working knowledge of ecommerce and CMS platforms

-    Experience of online self-help / Online Self-care exposure would be very attractive

-    Experience within telecoms / mobile operator very advantageous.

-    Exceptional people and communicator skills to bridge gap between technical and commercial teams

-    Ability to work with creative disciplines i.e. UX, graphic design and front end development teams

-    Outgoing, organized, persistent, flexible and able to focus on long term goals.

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