Business Desk Analyst

Career Directions Limited (CDL)

Job Location:

Nairobi - Kenya

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Using MALs internal CRM system manage technical and Service Support escalations from all service touch points (Branch Call Centre Social Media Agencies Field service Anti-piracy team Service Desk etc.)
Activate or deactivate customers satellite services upon request.
Prioritizing and handling escalations as received from different customer touch points
Carrying out daily system health checks and sharing a report on the same.
Carry out hardware channel and system testing for new implementations and technologies.
A report on findings to be generated and shared with all stakeholders at the end of the test period.
Maintains financial accounts by processing customer adjustments and providing billing information.
Escalate to corporate all service related issues that require third level support (Products servicesprograms and information which the individual must provide to external individuals or groups or one another to accomplish the organizations mission and strategy)
Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
Escalate issues to relevant departments and follow up to resolution
Tracking of escalations to other departments and third level to ensure issue resolution within stipulated TATs
Enforcement of the escalations and call back process for better customer experience
Knowledge of Clarity and core Clarity pillars ICC SAP &; CRM

Requirements

A first degree in a Business-related field
3 years experience line customer support preferably within an entertainment ind
Professional communication skills written and verbal
Computer literate numerical aptitude and willingness to learn new skills
Previous front-line customer service experience required
Call Centre or Touch point experience is highly desirable

Using MALs internal CRM system manage technical and Service Support escalations from all service touch points (Branch Call Centre Social Media Agencies Field service Anti-piracy team Service Desk etc.)Activate or deactivate customers satellite services upon request.Prioritizing and handling escalati...