Author Topic: [Full-time] Analyst-CRM & PRM Assurance at Etisalat Nigeria  (Read 494 times)


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Location: Lagos



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

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