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Field Service Assurance & CRM Analyst

Etisalat Egypt
Cairo, Egypt
Posted 2 years ago
39Applicants for1 open position
  • 24Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

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Job Description

Job Purpose

CRM is an approach to manage a company's interaction with current & potential customers. It uses data analysis about customer’s history with a company to improve business relationships with customers, specifically focusing on customer retention, Customer acquisition, up-selling / Cross-selling, and loyalty are the key values for the Filed service assurance & CRM Analyst.

Responsibilities:

  • Follow up on the quality of service provided to premium accounts customers after product implementation to ensure the high standards and customer satisfaction.
  • Manage solving any obstacles that may delay the closing of a premium accounts customer ticket with different department and escalate any problem as per the departmental escalation matrix to ensure the full and efficient problem handling.
  • Follow up on the delayed installations to ensure the full and efficient problem handling.
  • Monitor periodically premium accounts customers’ tickets to analyze recurring problems and coordinate with the technical team to reach creative solutions to prevent the repetitive of the problems and ensure the steadiness of the service.
  • Secure customer satisfaction through the awareness and ongoing development of work process with the different operation units.
  • Periodical follow up on the objectives assigned to him/her by the CRM Manager to ensure the proper achievement to reach company’s and customer’s satisfaction.
  • Present a weekly / monthly report to the management & to the customers to ensure their full awareness of the process detailed performance and objective achievement.
  • Participate and follow up in the premium accounts special projects to ensure smooth and timely execution of the project.
  • Schedule Periodic customer meetings as per agreed with each customer to get full awareness of the quality of service provided, and take necessary corrective actions if needed.
  • Approved down time with customer for planned internal activity
  • On site - visits to resolve the severe technical issues at customer premises and ensuring end-to-end the customer satisfaction.
  • Making sure the customer database is correctly segmented for targeted marketing activities.
  • Collaborating with other departments ensure the CRM strategy works well for every aspect of the business.
  • Up-selling / Cross-selling.
  • Follow up with the all touch points for the account related issues
  • Build Customer Loyalty.
  • Deliver VOC to the marketing team, Deliver customer insights
  • UAT for new solutions.

Job Requirements

QUALIFICATIONS_ESSENTIAL

  • Bachelor Degree preferred to be in Telecommunication /Computer Network Engineering 
  • The ability to develop with team, enhancements that may improve network quality and availability.
  • Superior interpersonal, oral, and written skills.
  • Proficient in English and ability to work in a team.
  • Good communication skills
  • Very good negotiation skills.

QUALIFICATIONS_DESIRABLE

  • Team leading skills.
  • Ability to motivate team members

EXPERIENCE_ESSENTIAL

  • 2-3 years’ experience of Telecommunications
  • Excellent fair knowledge about the data solutions.
  • Experience as a user of Microsoft operating systems
  • Good knowledge of Microsoft office, MS Projects, and Visio
  • In-depth knowledge in the following areas: -LAN/WAN equipment including Cisco switches &
  • routers.
  • Proficiency in data network design.
  • Fair knowledge about xDSL technology
  • Fair knowledge about deploying cabling, voice or data information systems.
  • Fair knowledge about deploying Voice Over IP (VOIP) systems, Layer 7 switches, Remote access systems and Virtual Private Networks (VPNs)
  • Fair knowledge about Cisco ATM switches (MGX and BPX)
  • Fair knowledge about wireless solutions (Microwave - Pre-WiMax – GPRS – 3G).
  • Expertise in creating technical requirements out of business plans and strategies.

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