Customer
Service Analyst
Job Family: Customer Service
Reports to: Head of Customer Engagement and Loyalty
Location: Nairobi
Basic Purpose: Sheer Logic Management Consultants is seeking to recruit a Customer Service Analyst on behalf of our client, a leading Telecommunications Service Provider in Kenya.
Basic Purpose: Sheer Logic Management Consultants is seeking to recruit a Customer Service Analyst on behalf of our client, a leading Telecommunications Service Provider in Kenya.
1. Assist in the Management of the Budgetary Preparation and Control Process for the Customer Service Department:
- Together
with the In Charge of the function, prepares the departmental budget, with
input from the Manager Planning and Research and other section heads;
- Monitors
expenditure of the customer service team against set budget;
- Compiles
and circulates expenditure reports for the department, highlighting
instances of over and under spend;
- Analyses
and discusses variances with the relevant section managers, prepares
explanatory notes as required; and
- Involved
in preparation of AOP and monthly financial reports for customer service
department.
2.
Undertake Analyses of Customer Service Activities , Analyses Possible Outcomes
and Generate Reports to Aid Decision Making:
- Implements
initiatives that ensure the customer service budget is aligned to
organization strategy;
- Actively
participate in and drive change management initiatives aimed at enhancing
effectiveness and efficiency;
- Ensure
cost benefits analysis for all projects/items is done on a timely basis;
and
- Analyzing,
compiling & reporting of service levels indicators by outsourced
partner as input to MAPA.
3.
Yearly Budget & quarterly Reforecast and Controls:
- Departmental
budget champion-monitoring both Capex and Opex expenditures to ensure that
the department is within the approved budget limits;
- Lead
and ensure input to the Budget process from all customer service sections;
- Lead
the customer service teams in preparing yearly and quarterly reforecast;
- Prepare
monthly reports on actual performance against budgets; and
- Prepare
variance analysis reports and commentary.
4.
Projects
- Prepare
business cases for new CSD projects; and
- Involved
in Budgeting and Planning projects whenever needed.
5.
Business Process Review
- Liaise
with other departments on business reengineering processes relating to
Customer Service Department.
6. To
Track, Monitor & Enhance CSD KPIs (Key Performance Indicators).
7. Report on Cash Collection from Contract and Corporate Customers.
8. Analyse, Monitor and Report on Bad Debt Status.
Other duties
7. Report on Cash Collection from Contract and Corporate Customers.
8. Analyse, Monitor and Report on Bad Debt Status.
Other duties
- Work
closely with Spanco to ensure that all reporting requirements are taken
into account;
- Work
closely with Finance, Group & IT to ensure that all reporting
requirements are taken in to account; and
- May
assume other special assignments/projects as directed by the Customer
Service Director.
Job
Specification
Educational Qualifications, Knowledge & Experience
Educational Qualifications, Knowledge & Experience
- A
graduate of either Administration or Accounting from a reputable
University;
- IT
literacy;
- Able
to operate in a performance driven organization;
- Demonstrate
in-depth analytical skills with attention to detail, highly results
oriented and a team player;
- A
strong focus on customers, the ability to perform through and with people,
excellent communication skills (written & spoken) and excellent
interpersonal skills;
- Excellent
Accounting and Budgeting knowledge; and
- Excellent
Microsoft office skills.
Behavioral
Competencies
- 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; and
- Business
awareness.
How to
Apply
Applications quoting the position title with detailed CV (Word Format), contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to sheerlogictalentsourcing1@gmail.com on or before 24th May 2016.
Only shortlisted candidates will be contacted
NB: Please clearly indicate in the subject line as “Customer Service Analyst”