specialist customer relations and support

Required with your submitted CV are the following; your current earning information and your DOB. Your contact details should contain active phone numbers and email addresses. Review your CV every time you make a submission, one CV does not fit all jobs. Kindly note that we need the subject matter of your response to contain the Job Title you are interested in, the file type must be PDF or DOCX, the preference being word documents, any response that contains a file name such as “My CV or My Resume” cannot be treated.

Please note short listing is based on the requirements in the given job descriptions below such as; qualifications required, years of experience, technology and industry exposure. All candidates for the list positions MUST have relevant and required work experience.
· Date Posted: Saturday, 1^st March 2014
· Location: Lagos, Nigeria
· Closing Date: Tuesday, 4^th March 2014
· Email CV to: [email protected]

specialist customer relations and support
Core Job Functions / Responsibility:
Supervise and maintain repository of CRM solutions and provide operational support in the management and maintenance of CRM solutions.

Primary activities
· Manage and oversee the design, build, implementation and acceptance of new products configuration in the CRM/voucher management and mediation modules.
· Oversee implementation, integration and upgrade of new/existing solutions in the Customer Relationship Management (CRM) module enterprise wide.
· Oversee planning for the order handling process for SIM cards, Recharge vouchers and all order fulfilment
· Oversee the technical scoping, capacity planning, hardware sizing and system functional requirement availability for the CRM systems.
· Ensure timely delivery of all fulfilment projects
· Prepare RFPs and RFQs and audit statement of compliance and functional requirements for CRM
· Manage the daily activities of the CRM application team to ensure constant system availability and perform routine and ad hoc maintenance activities.
· Ensure the SIM/Voucher provisioning demand forecast are met within stipulated timelines
· Ensure all queries from internal customers are resolved within agreed SLA’s
· Coordinate the monitoring and documentation of operating system performance and resolution of slow performance issues.
· Ensure the provision of support functions down to the last line of support (for problems relating to database and operating systems) before escalating to IT vendor.
· Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity.
· Manage inter-functional relations to ensure synergy across the various departmental functions.
· Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT Strategy, Planning and Architecture.
· Perform any other duties as assigned by the Director, IT Strategy, Planning and Architecture.

Job Requirements and Skills
Graduate Qualifications: A First degree BEng, BSc, BTec, Science or Technology Only from a recognised University REQUIRED.
Post Graduate Qualifications: Master’s degree or Post Graduate Qualification would be of ADVANTAGE.
Experience: 5- 7 years’ in work experience ESSENTIAL.
Certifications and Training Requirements: Relevant IT Certifications (CISCO, JAVA etc.), Six Sigma, ISO, ITIL, Agile, UML, Testing, Certified Associate Business Analyst (CABA), Quality Technician Certification (CQT) etc. would be of ADVANTAGE
.

Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
· Strategic Planning and Development
· Project Management
· Business Application Knowledge
· Good Communication and Interpersonal Skills
· Influencing and Negotiation skills
· Presentation/Facilitation skills, Leadership and People Management Behaviour skills
· Passion for Excellence, Integrity, Empowering people and Growing people skills
· Team work and Customer Focus
· Problem Solving, Passion for Excellence, Integrity and Empowering people
· Growing people, Team work and Customer Focus
· Location: Lagos