Customer Management Analyst (Contract) at Vodafone Ghana

About The Job

Role Purpose

• To provision all Fixed and Mobile Service requests sold through Retail Shops, Vodafone Business and CBU channels. 
• Track all service requests and escalate delays and other system related issues. 
• To contribute professionally to commercial operation activities as part of the strategy to safeguard and grow profitable revenues. 
• To ensure the setup of Mobile Money Organisations.

Key Accountabilities and Decision Ownership:

• Managing E2E of Fixed Broadband on- boarding applications
• Validate and create Fixed applications from FBB online portal in the ordering system (CRM and Unik ) for survey.
• Create FBB accounts for Qualified applicants 
• Manage end to end FBB acquisition process to ensure that all support teams perform their activities with agreed timelines and also track the process to identify and correct process fall outs.
• Monitor, manage and process fallout orders
• Identify and raise any system or process gap that may impact the on-boarding experience for a quick resolution.
• Correction of backend errors
• Ensure delayed or breached applications are monitored, tracked, and fulfilled within a given ETR (Expected Time to Resolve)
• Confirm service installation with customer and subsequently close service order in the ordering system.
• Manage closed but uncompleted service requests 
• Validate and process Refunds requests
• Update of customer records in the ordering systems (CRM and Unik )

Daily Bin management

• Managing E2E of VB Service requests:
  • Validate, filter and create Mobile service applications in the ordering system (Enterprise and Consumer)
  • Service activation for single and bulk orders.
  • Monitor and manage progress of E2E activation for bulk and single orders
  • Manage Account Managers throughout the activation process
  • Ensure provisioning challenges triggered by systems are identified and communicated to the system owners for onward resolution
  • Execution of bulk request in the ordering system (CRM)
  • Correction of backend errors on provisioning.
  • Ensure delayed or breached applications are monitored, tracked and fulfilled within a given ETR (Expected Time to Resolve)
  • Confirm service request completion in the Ordering and backend systems.
  • Provide pre and after sales support to the Mobile Direct Sales team
  • Delivery of Devices and Sim cards to customers after provisioning
  • Record keeping of delivered devices and Sim Card to customers
  • Update of customer records in the ordering systems (CRM and Unik)
  • Daily Bin management

Core Competencies, Knowledge and Experience:

• Mobile Money Merchant /Agent/Operators and TILL Creation
  • To set up Agents and Merchants through the creation of hierarchies per SLA
  • Create Super Agents
  • Create Merchants & Operators
  • Create Child Stores
  • Create TILL & Operators
• Customer management:
  • Update unqualified Fixed service applicants and offer alternative service
  • Manage applicants whose requests (Surveys and installations) are not honoured within SLA.

Technical and Professional Qualifications:

• Sound commercial acumen
• Good relationship building skills
• Knowledge of Mobile and Fixed Line products
• Experienced in statistical analysis
• Ability to work in matrix teams
• Experience in using Microsoft word, Excel, PowerPoint