Job Title Specialist.Customer Intelligence;
Location Lagos,NG
Function
Job Summary
Gather and analyse data on Etisalat’s customers’ experiences across all touch points.
Principal Functions
Support the design of experiences with both emotional and rational/tangible benefits
Keeping up with customer experience best practices in the telecommunications industry with the ability to adopt/ implement accordingly.
Assist in monitoring competitor activity with regards to customer experience management
Maintain accurate records of customer experience intelligence as gathered from diverse sources including research, systems-based information sources
Maintaining the Customer Intelligence database to ensure availability of data.
Customer Email and Alternate sources capture from diverse sources for CEM initiatives.
Provide monthly customer Segmentation analysis report.
Monitoring and data validation of monthly customer Priority Routing process.
Production and deployment of How-to-videos for Customer education.
Project Management and production of the Voice of the Customer (VoC) videos
Social Media monitoring and Reporting. (Twitter, Facebook and online).
Responsible for all CEM email broadcast communications to customers.
Data and Decision support for all CEM initiatives.
Perform any other duties as assigned by the Manager, Customer Experience
Educational Requirements
First degree or its equivalent in a relevant discipline.
Experience,Skills & Competencies
Three (3) to five (5) years relevant work experience.
Excellent understanding of Relational Database Management Systems (RDMS)
Possess strong data analysis and reporting skills.
Ability to translate data into actionable insight and a coherent strategy for the unit or department
Able to co-ordinate teams across the business to creatively resolve issues, both reactively and proactively.
Well organised with a systematic approach to work and close attention to detail
Passionate and driven to improve the customer experience
A completer finisher with a track record on time delivery to high standards.
B
Job Title Specialist.Commercial Properties and Disputes Litigation
Location Lagos,NG
Function
Job Summary
Specialist Commercial Properties & Disputes Litigation
Advise Etisalat on relevant laws that may affect Etisalat’s activities in property/site acquisition, collocation/infrastructure sharing arrangements, litigation and dispute resolution.
Principal Functions
Monitor and study the impact of new laws, rules and regulations that may affect Etisalat’s property/sites, collocation/infrastructure sharing arrangements, litigation and dispute resolution and make recommendation to the Head, Property/Site Acquisition.
Assist in the preparation of all assignments, leases, licences and related documents covering Etisalat’s properties/sites. Ensure all property documents are renewed in advance of expiry dates as required.
Liaise with individual departments/divisions and provide advice on legal issues arising from property/site acquisition, collocation/infrastructure sharing arrangements, litigation and dispute resolution.
Ensure that terms and conditions set out in contractual documentation are legally valid, consistent with Etisalat’s policies, rules and regulations, and are in the organization’s best interest.
Ensure that legal formalities are adhered to including regulatory permits and registration.
Assist in the management of Etisalat Dispute and complaint investigation, issue holding letters and/or final letters as the case may be and promote resolution of issues and maintain Etisalat Dispute tracker/database.
Review and contribute to case management strategy developed by external counsel.
Review and amend court processes, identify and collate documentary evidence, identify and prepare internal witnesses for court cases and attend court to represent Etisalat.
Liaise and work with Etisalat’s relevant departments and external counsel to prosecute or defend litigation by or against Etisalat, attend court cases as may be required from time to time to represent Etisalat, and maintain Etisalat’s litigation tracker/database
Research and proffer opinion on any legal inquiries or issues relating to property/site acquisition, collocation/infrastructure sharing arrangements, litigation and dispute resolution.
Participate in the set up and Maintain a database of all properties/sites, related documents and other legal documentation
Perform any other duties as assigned by the Head, Property, SAQ, Disputes and Litigation
Educational Requirements
First degree in Law
Experience,Skills & Competencies
Three (3) to Five (5) years work experience in a Law firm or telecoms environment
Legal Research
Legal Contract Drafting
Litigation Management
Problem Solving
Communication
Passion for Excellence
Integrity
Empowering people
Growing people
Team work
Customer Focus
C
Job Title Analyst.Control Room,
Location Lagos,NG
Function
Job Summary
To provide a professional, accurate, effective monitoring of CCTV and other security electronic service and to pro-actively stop theft or vandalization of Etisalat assets in the area of scheme coverage.
Principal Functions
Operate and monitor the deployed CCTV surveillance system, Building Management System (BMS), Access Control, Fire and Intruder alarm systems and initiate appropriate action when necessary.
Maintain a diary/record of all occurrences/incidents with sufficient details to enable appropriate action to be taken.
Observe, monitor, investigate as necessary, and report any irregular or suspicious occurrence and to respond to any incident requiring intervention or Emergency Services if required in accordance with Company procedures.
To maintain a desk log of actions and incidents including the recording of all incoming telephone calls that require action or attention by others, and making occurrence reports as required.
Escalate all maintenance issues to appropriate department/unit.
Generate report of activities of the control room operations.
Record all incidents in the appropriate format and write concise and accurate incident reports as necessary.
Undertake staff training as required and receive guidance and instruction from the supervisor when necessary.
To undertake any other duties or perform any other such tasks or duties which the person is reasonably expected to or instructed to undertake.
To ensure the security of the control room and all equipment is maintained satisfactorily at all times, which includes access control of all visitors to the control room
To maintain personal integrity and confidentiality of all information obtained within the control room, at all times, whether written, verbal or by any other means.
Maintain regular telephone contact with all critical sites/facilities and render a daily situation report
Respond to distress/emergency calls and escalate where necessary
Educational Requirements
Good first degree – BSc. Or HND Degree or its equivalent
Experience,Skills & Competencies
At least 2 years work experience as a Security operative
Must be familiar with the operation of CCTV and other security equipment systems.
Preferably, should have an understanding of the law related to the use of video evidence and have the skills to apply that understanding to the management of tapes.
Preferably, should have some knowledge of security work and police procedures for liaison with security operations.
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