Job Description

Job Title: Customer Relations Analyst

Role purpose:

• To provide professional service assurance input to the creation and maintenance of the Enterprise Solutions annual plan and budget
• Provide bespoke incident/problem management for allocated accounts within the framework of an agreed sales plan and annual targets for revenues, profitability and customer satisfaction

Key Accountabilities And Decision Ownership
Putting Customers FirstCommercial: Understands the value of profitable customersListens: Listens and understands customers’ needsService Oriented: Delivers outstanding customer servicePerforming through our People:Motivates: Motivates people and teams to perform

Adaptable: Values and adapts to different culturesTeam working: Works collaboratively with others

Delivering Results:Driven: Can do, delivers, drives Vodafone to winGoal Oriented: Sets and prioritises challenging targets

Focussed: Rigorous, manages own time and resources cost Conscious: Manages cost while maintaining profitability

Risk Aware: Manages risk managing a Changing Environment:Helicopter: Sees the big picture and the important detailsImaginative: Thinks laterally and innovativelyJudgement: Displays sound judgement and makes effective, timely decisionsManages change: Works effectively in a changing environment making a Personal Difference:Courage: Positive and braveBuilds Trust: Open, trustworthy and trusting reliable: Dependable, takes personal responsibilityCurious: Seeks opportunities to learn and develop enthusiastic: Communicates with enthusiasm and clarityInspirational: Inspires and influences stakeholders must have technical / professional qualifications:

• Business studies degree or equivalent/degree in telecommunications or equivalent
• 3 years’ experience of service or account management in the telecommunications sector
• Project management /ITIL
• Ability to work in matrix teams
• Presentation skills

Core competencies, knowledge, and experience:

• Support the Customer Relations Manager in developing operating procedures and processes for coordinating, updating, and resolving service incidents/problems for Enterprise accounts
• Work with the customer satisfaction survey group to identify major customer service concerns and then work with the customer to define the issues
• Create a service development plan to resolve the customer’s priority service issues and agree on the plan with the customer. Also agree with the customer that if the issues are resolved satisfactorily, the customer will provide “very high satisfaction” ratings in the next round of surveys
• Manage implementation of the service development plan, coordinating efforts of various support groups across Vodafone Ghana. (Service Assurance, Credit Control, Customer Operations etc)
• Agree a set of performance KPI targets and measures over service development plan implementation; regularly measure and report on progress to the account manager, customer service specialist and customer

Skills
Cross Channel CollaborationAgileDigital Experience PlatformsDesign ThinkingUser insightsData Analytics and InsightsExternal trends and insightsBusiness and Commercial AcumenCommunicationCustomer Centricity