Two job positions are available at Orange Telkom Kenya: Customer Experience Analyst - Quality and Prepaid Products and Services Development Manager.
Customer Experience Analyst - Quality ¶
The successful candidate will be responsible for executing quality analysis and quality assurance to ensure services provided by Customer Care meet the expected standards and customer needs.
- Conduct quality audits and monitoring of customer experience sections
- Analyze monitoring feedback and propose actions for improvement
- Document coaching needs and share with Team Managers
- Manage and monitor team performance and demonstrate best practices
- Undertake training needs analysis for the Customer Experience team
Academic qualifications include a degree, diploma, or certificate in a related field from a recognized institution, with 2-6 years of experience in a similar position. Professional knowledge and skills required include computer literacy, strong skills in MS Excel and MS PowerPoint, sound knowledge of the telecommunications industry, and high coordination, planning, and people motivation skills.
Prepaid Products and Services Development Manager ¶
The successful candidate will be responsible for delivering the prepaid products and services roadmap in line with business objectives, budget constraints, and marketing planning.
- Act as a facilitator between product managers and technical teams
- Define and maintain the Prepaid P&S development roadmap
- Identify, evaluate, and recommend new technologies and solutions supporting the Marketing strategy
- Understand the market and develop opportunities to grow Prepaid products and services revenues
- Provide techno-commercial guidance to company management on innovative services
Academic and professional qualifications include a Bachelor's degree or an advanced diploma in an engineering-related field, ideally with complementary education and experience in Marketing and knowledge in the IT domain. Experience in project management, CRM, and billing systems is also required.
The recovered account cited reporting by The Standard.
