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Job Description

The Analyst will be using MAL’s internal CRM system to manage technical and Service Support escalations from all service touchpoints (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk, etc.)

 

 

 

Key Accountabilities

  • Using MAL’s internal CRM system, manage technical and Service Support escalations from all service touchpoints (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 touchpoints
  • 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, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s 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 a 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

 

Key Measures/KPIs

  • First Response Time: -Achieve a first response time of 4 hours for cases escalated to the business desk and emails and 30 minutes for urgent escalations sent by email to the business desk support mailing list.
  • Service Level Agreement:-Maintaining a business desk SLA of 99% with at least 90% of the cases handled within 4 hours in order to avoid repeat calls and enhance customer experience
  • Case Resolution Rate:-measures productivity of each back office team member. It is a comparative measure based on the number of cases/emails handled per day/ hour in relation to the average for the day to measure individual effectiveness. A variance of not more than 5% from average-case/emails for the day with 95% productivity is expected.
  • Escalation Management-measures This KPI measures how escalations are handled. Escalations to the third level must be followed up for a ref number and indicated on the tracker and status updated accordingly. Cases on individual queues should not stay for more than 72 hours old unless advised by reporting manager.
  • Case Quality Tagging:-measures the quality of cases escalated to the business desk from all touchpoints and also the quality of the resolution/feedback given from the business desk. Cases that lack critical information will be tagged as invalid with the reason for tagging given by the person who handled the case. Resolution to be guided by Business Rules, to reduce risk to the organization. Target is 90% quality.
  • Attendance and Punctuality:-measures the team's attendance against scheduled shifts. The target is to achieve less than 5% absence of the total working days with 95% punctuality.

 

Job Details

Level : Entry level
Industry : Business
Salary : Confidential
Experience : 2 Years
Applications : 59
Locality : Nairobi, Kenya
Eligibility : Bachelor
Company : CDL
Posted By CDL / 03 Feb 2021

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