Communication Analyst.Planning & support

Job Purpose

Act as a focal point for all activities pertaining to products, services and promotions strategy, definition, development, technical product marketing and launch to Achieve Better Customer Experience.

Report To Position Name

QUALIFICATIONS_ESSENTIAL

1. Act as a focal point for all activities pertaining to products, services and promotions strategy, definition, development, technical product marketing and launch 2. Represent Customer Care in inter-departments committees. 3. Maintain smooth communication between customer care department and other departments (Sales, Retail, marketing, terminals, Operations & carriers Business….etc

QUALIFICATIONS_DESIRABLE

4. Coordinate launching new products, Promotions, services...etc within the Customer Care against all other Dept 5. Ensure that affected parties agree and able to implement the proposed product , service, promotion through gathering requirements, UATs, training, processes, call reasons and service requests paths 6. Maintain uploading new products, services and promotions content on IVR & Company Intranet.

EXPERIENCE_ESSENTIAL

7. Communicate all new products, services, promotions and ads or any related issue that can affect calls/customers to customer care management and WF 8. Communicate marketing campaigns relevant to products, services promotions to customer care management and Work Force. 9. Follow up the impact of each promo, product, services...etc on CC and report it back to marketing

EXPERIENCE_DESIRABLE

10. Investigate and assist in products and services enhancement and upgrade 11. Prepare the complaint handling cycle for any new product, service, or promotion. 12. Investigate & implement the recommended solutions or ideas for the assigned Products. 13. Coordinate with IT all IVR Functions and options.

CERTIFICATIONS_ESSENTIAL

 University Degree.  Minimum 2 years Experience in telecommunication industry.  (Area of experience)  Excellent Computer skills, Advanced MS excel is required.  Excellent in Arabic & English (Reading, Writing & Oral).