Vacancy Announcement – Multichoice Ethiopia PLC
Thank you for reading this post, don't forget to subscribe!Thank you for reading this post, don't forget to subscribe!Multichoice Ethiopia PLC would like to invites competent and interested candidates for the following positions.
Position 1: Trainer/Re-advertised/
Key Accountabilities
- Delivery of Training, Coaching and Facilitation – Staff
- Conduct training needs analysis
- Complete training for MCN Staff trained on touch point handling skills and other soft skills (100% experiential learning).
- Conduct Refresher training for existing staff.
- Training Feedback Mechanism (80% validity).
- Design, copile and update training material.
- Compile and manage training administration and schedule
- Development of training documentation for departments: Sign off all Operations Manual
- Training Manual
- Design, compile and update training material
- Compile and manage training administration and schedule
- Development of training documentation for departments: Sign off all Operations Manual
- Design and implement a training feedback process to measure validity of training done
- Review and update all operational and technical training manual for all business units based on new products and processes
- Create operational training document for departments that currently do not have
- Training Impact
- Periodically evaluate ongoing programs to ensure that they reflect any changes
- Evaluate and assess trainings conducted
- Compile training reports and share with relevant stakeholders
- Maintain database of all training evaluation documents
E-Learning Usage / Uptake
- Ensure at least 80% uptake and utilization of e Learning platform
- Support learners to embrace different ways of learning and leverage on technology
- Utilization of virtual classroom tool
Job Requirements
Qualifications & Experience
- Bachelor’s Degree
- 3-5 years experience in a training facilitation role.
- Detailed commercial and financial acumen, balanced with creative flair.
- Business Intelligence experience.
- Customer Relationship Management.
- Campaign management experience.
- Strong budget management experience
Functional Competencies
- The incumbent is required to have the following functional competencies
- Sound business operations knowledge
- Product and service knowledge
- Business processes
- Customer Care Knowledge
- Group and individual psychology knowledge
- Computer knowledge
- Market / Customer knowledge
- Team behavior understanding
- Organizational and industry understanding
- Theory of learning
- Learning methodologies and trends
Behavioral Competencies
- Flexibility
- Quality driven
- Drive and energy
- Patience
- Team player
- Problem solving and analysis
Workplace: Addis Ababa
Deadline: May 12, 2023
Position 2: CVM Analyst
Key Accountabilities:
- Analyze customer data and campaign performance to provide insight-driven recommendations for optimizing campaign performance.
- Collaborate with cross-functional teams, including marketing, sales, and customer service, to ensure alignment and consistency in customer messaging and experiences.
- Track and report on key performance metrics for CVM initiatives, including customer acquisition and retention
- Conduct ad-hoc analysis to support business objectives and identify areas for improvement.
- Build and maintain dashboards and reporting tools to provide ongoing visibility into CVM performance.
Job Requirements
Qualifications & Experience:
- Bachelor’s degree in business, marketing, statistics, or related field.
- 2+ years of experience in data analysis, preferably in a marketing or CVM context.
- Strong analytical skills, including proficiency with data analysis tools such as Excel, SQL, and BI platforms.
- Knowledge of statistical analysis and modeling techniques.
- ·Excellent communication skills, with the ability to clearly and effectively present insights and recommendations to cross-functional teams.
- Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
Workplace: Addis Ababa
Deadline: May 13, 2023
Position 3: Business Desk Agent
Key Accountabilities
Level 2 Escalations and Customer Support
- Resolve customer escalations from first level customer care teams
- Resolve queries escalated from partners like ESPs and installers
- Assess quality of first level escalations
- Analyze escalations trends, issues and recommend interventions on collated issues
- Achieve FCR through compliance to the ticketing system and close looping with customers on escalated issues especially technical and finance related escalations
- Log in country issues with corporate and maintain issues log tracker
- Follow up on pending in country issues
- Update internal stake holders on issue trends
- Offer technical support to training and front-line teams.
- Analyze and follow up of accounts with System error with Credit Control. This is inclusive of updating daily extracts in the shared folder for all payment platforms. Escalating up all the Missing payments
- Analysis and resolution of the Connected Video Services: ShowMax, Dstv Catch Up/Catch up Plus, DStv Now and Box Office.
Quality Assurance
Maintain at least 90% QA scores on Escalations resolution
Qualification and Experience:
- A BA Degree Information Technology and related filed.
- Professional communication skills, written and verbal
- Computer literate, numerical aptitude, and willingness to learn new skills
- Previous front-line customer service experience required
- Call Centre experience is highly desirable
- Minimum of 2 years in first line customer support
- Functional Competencies
The incumbent is required to have the following technical competencies:
- Analytical skills
- Product/service knowledge
- Accounts understanding
- Market/customer knowledge
- Technical knowledge
- Governance and Compliance
- Reporting skills
Behavioral Competencies
- Service orientation
- Keen to detail
- Initiative
- Flexibility
Workplace: Addis Ababa
Deadline: May 13, 2023
Position 4: Customer Service Representative
Purpose of the Position:
To manage subscribers (inbound), addressing their issues proactively and minimizing churn.
Quality Assurance
- Maintain at least 90% QA scores at all times
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Ensure first call resolution at every customer contact – reducing return call
Customer Education
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
- Ensure customer education on alternative contact options
- Explain the payment options and process mechanism
- Make recommendations on upgrades, features, rate plans and accessories as per the requirement of the customer
- Offers discounts or special deals as needed and within pre-established limits
Job Requirements
The incumbent is required to have the following technical competencies:
- Product/service knowledge
- Accounts understanding
- Market/customer knowledge
- Technical knowledge
- Governance and Compliance
Behavioral Competencies
- Service orientation
- Empathy
- Observation
- Perseverance
- Initiative
Experience: Fresh Graduate
Workplace: Addis Ababa
Deadline: May 14, 2023
How to Apply
Interested candidates are invited to send their CV through Ethiojobs website.
Only shortlisted candidates will be contacted.
Remind this:
- Read the vacancy announcement carefully.
- Check the vacancy details with eligibility.
- Prepare your CV or Application Details.
- Finally, apply as instructed by the authority.
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