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Customer Relationship Analyst Job in Kenya

Computech Limited is a seasoned IT company that promotes Technology for business. 

It is looking for a vibrant, aggressive and competent Customer Relationship professional to fill in the position of Customer Relationship Analyst. 

Position:
 Customer Relationship Analyst 

Deadline: August 19, 2011 

Location: Nairobi 

Reports to: Service Delivery Manager 

Engagement: Full Time 

The purpose of this role is to ensure effective communication and customer relationship between IS and its Customers (internal and external); this role works with the Service Delivery Manager to ensure Service Level Management ,Continual Service Improvement, identifies customer needs, conducts surveys and recommends solutions in order to enhance Customer Satisfaction. 

Key Responsibilities: 
  • Participate in the creation and maintenance of a comprehensive Catalogue for all IS Services provided by the IS department in order to be clear on the IS Services provided.
  • Engage in the development of a robust Continuous Service Improvement Plan (CSIP) driven by analysis and review of service performance against SLAs and OLAs.
  • Participate in the negotiation, define and regularly track agreed levels of IS Services with internal customer departments in order to support SLA’s with customers.
  • Participate in the negotiation, define and regularly track agreed levels of IS Services with internal service providers (e.g. IS Comms & Networks, Systems Operations, IS Development, Outstation Support, Desktop & Imaging, Network & Domain Services, etc) in order to ensure coordinated effort in IS Service Delivery.
  • Continuously create awareness and training, of and adherence to Service Level processes in IS Customers and in IS.
  • Engage in monitoring of service delivery and performance from 3rd party IS Service suppliers ensuring contractual targets are achieved and expectations met.
  • Acknowledge customer complaints, compliments or suggestions (opportunities to improve) to assure customer and indicate cause of action.
  • Analyze opportunities to improve in order to classify and identify trends.
  • Recommend and execute service recovery in order to retain customers and ensure loyalty and advocacy.
  • Recommend and implement operational improvement to reduce causes of dissatisfaction and meet customer expectations.
Person Specification 
  • Degree in IT.
  • 2 years experience in customer service.
  • Training on Customer Service.
  • 1 to 2 years experience in an ITSM environment - ITIL certification is an added advantage.
  • Written and verbal communication skills.
  • Experience in customer contact areas.
  • Excellent inter-personal and human relations skills
  • Good negotiation skills.
All applications should be received by 19th August 2011 quoting current salary and benefit package and expected salary and benefit package. 

Please send your application to careers@computechlimited.com 


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