Region:
Nairobi
Reporting to:
Manager Customer Support Systems
Band: 2.1
Department:
Technology Division
Who We Are
Telkom connects the people that keep Kenya on the move. It does this by providing integrated telecommunications solutions to individuals, Small and Medium-sized Enterprises (SMEs), Government and large corporates in Kenya, drawing from a diverse solutions suite that includes voice, data, mobile money as well as network services. Powered by its vast fibre optic infrastructure, it is also a major provider of wholesale, carrier-to-carrier traffic within the country and the region.
Working For Us, We Expect You To:
Serve as the in-house CRM analyst
Spearhead cross-functional CRM task force across all departments to help them maintain accurate and uniform documentation of all Customer records in the CRM system
Carry out Data audit on a regular basis to ensure clean data for use across all areas of the organization
Provide timely insights and analytical support to different internal business stakeholders (including sales, marketing and other departments) to support effective business decision-making
Working with Business teams to create campaigns that harness the abilities of the CRM (e.g. promotions).
Generating and communicating relevant reports for users, e.g. reporting on different campaigns and income streams using data provided by the CRM
System administration of CRM systems by ensuring system and user configurations are set up correctly & training of users.
Document CRM systems processes/systems and ensure they are up to date.
Perform troubleshooting, first/second level support and resolution of issues with respective system vendors.
Involvement in system design and assess the effectiveness of technology resources already in use or new systems that are being implemented
Redundancy and back up management - ensuring redundancy for BI and Mediation are backed up and that backup system is available and working.
Academic background & Professional Knowledge
Holder of Computer Science or Information Technology degree or any related field
Qualification in Programming (C#, Java, PHP, Android) / Databases (Oracle, MYSQL, PostgreSQ and SQL) & Qualification in ITIL /E-TOM.
At least 3 years background in IT with specialization in Telecommunication CRM applications
Proficient in Unix & Microsoft OS, Unix Scripting, programming and Relational Databases
Experience in documenting processes and system architectures
Proven experience in implementation of projects with regards to Customer Support applications
Here Are The Skills We Are Looking For:
Customer focus
Ability to work well as a part of a team
Problem solving
Good interpersonal skills, innovative and creative
Ability to work without supervision
Unquestionable integrity, strong character ,confidentiality and professional maturity
Energetic, drive, assertive and ability to take own initiative, possess a “can do” attitude
Ability to influence, collaborate and build consensus
Ability to work under pressure, long hours and meet deadlines
How to Apply
Application should be sent by providing an updated Curriculum Vitae (CV) before 23rd July 2020 including details of your current telephone contacts and names of three referees. Only shortlisted candidates will be contacted.
Telkom Kenya is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to tribe, religion, gender, age or disability.
The incumbent will be required to administer and support CRM applications. In addition he/she will liaise with the business to ensure expectations are met on time. He/she also will provide analytical and technical support to the entire business in the form of presentations, reports, special projects, data analysis, and distribution of information from the CRM and other systems. He /she will also be required to address organizational information problems and requirements by analyzing requirements; designing computer programs and IT processes; recommending system controls and protocols.
