Vodafone Ghana Job Vacancy: Customer Relations Analyst

Description

Role purpose:

1.    To provide professional service assurance input to the creation and maintenance of the Enterprise Solutions annual plan and budget.
2.    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 First

Commercial: Understands the value of profitable customers

Listens: Listens and understands customers’ needs

Service Oriented: Delivers outstanding customer service

Performing through our People:

Motivates: Motivates people and teams to perform

Adaptable: Values and adapts to different cultures

Team working: Works collaboratively with others

Delivering Results:

Driven: Can do, delivers, drives Vodafone to win

Goal 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 details

Imaginative: Thinks laterally and innovatively

Judgement: Displays sound judgement and makes effective, timely decisions

Manages change: Works effectively in a changing environment

Making a Personal Difference:

Courage: Positive and brave

Builds Trust: Open, trustworthy and trusting

Reliable: Dependable, takes personal responsibility

Curious: Seeks opportunities to learn and develop

Enthusiastic: Communicates with enthusiasm and clarity

Inspirational: Inspires and influences stakeholders

Must have technical / professional qualifications:

1. Business studies degree or equivalent/degree in telecommunications or equivalent
2. 3 years’ experience of service or account management in the telecommunications sector
3. Project management /ITIL
4. Ability to work in matrix teams
5. Presentation skills

Core competencies, knowledge, and experience:

1.    Support the Customer Relations Manager in developing operating procedures and processes for coordinating, updating and resolving service incidents/problems for Enterprise accounts.
2.    Work with the customer satisfaction survey group to identify major customer service concerns and then work with the customer to define the issues.
3.    Create a service development plan to resolve the customer’s priority service issues and agree 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.
4.    Manage implementation of the service development plan, coordinating efforts of various support groups across Vodafone Ghana. (Service Assurance, Credit Control, Customer Operations etc)
5.    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

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

How To Apply For the Vodafone Ghana Job Vacancy – Customer Relations Analyst – Kumasi

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