Employers

Customer Service Analyst.

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Job ID:

65

Location:

Nairobi 
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Job Views:

1466

Posted:

08.04.2016
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Job Description:

JOB PURPOSE

In Charge of Customer Financial Analysis & Reporting as well as developing and implementing effective business reports to deliver improved decision making and competitive edge thereby maximizing organizational financial performance and ensuring customer delight.

KEY ACCOUNTABILITIES

Business Reporting – Prepare business reports for CSD.
  • Prepare Shops P&L monthly
  • Prepare CSD monthly business reports.
  • Prepare daily and weekly KPI performance dashboards.
  • ROI reporting for Premier events and engagements
Business Analysis – Premier & HVC Campaigns Analysis
  1. Analysis of All Premier & HVC Outbound campaigns
  • ARPU stimulation campaigns
  • Inactivity
  • Churn prevention
  • Health checks
  • Onboarding
  • Welcome campaigns
  • ZAWADI 
Payments processing- Vendor payments as per SLA
  • Monitor Service and Billing & Collections opex
  • Raise REFs, track and monitor CSD POs processing.
  • Ensure timely and accurate payments to CSD Vendors.
Segmentation Analysis
  • Monthly reporting of Segmentation Grid for system base.
  • Analysis and reporting of Premier Upgrades and Downgrades on a monthly basis.
  • Ensure adherence to segmentation policy by conducting frequent audits.
CSD Projects Management.- Monitor and Report on CS Project status.
  • Monitoring of special projects as per project plan & KPIs
  • Monthly Reporting on Projects Status
  •  Preparation of Monthly Business Reviews.
  • Premier Events 

Job Requirements:

Educational Qualifications  & Functional / Technical Skills
  • A graduate of Administration, Bsc Science or Accounting from a reputable University.
  • Excellent Accounting and Budgeting knowledge.
  • Business Analyst certification an added advantage.
Relevant Experience
  • 2 years Analytics role preferably within the Telecoms industry.
  • 360 degrees Business Knowledge and understanding.
Other requirements
  • Strong analytical skills and problem solving skills.
  • Excellent planning skills.
  • High personal standards and goal oriented.
  • Excellent interpersonal skills.
  • Excellent and effective communications skills, both orally and in writing.
  • Excellent presentation skills.
  • Business awareness.
  • Attention to Detail.