Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel
Etisalat Nigeria is recruiting to fill the below position:
Job Title: Specialist Products Integration:
Location: Lagos, NG
Job Summary
- Responsibility for the successfully integration of new or enhanced products, services, propositions and/or promotions across all customer touch points.
- The jobholder will actively represent Frontline through the Product development lifecycle from Concept, requirements gathering, design, development and deployment - Including all Go-To-Market activities as well as training, briefings and launch communications.
- Responsible for the ensuring feedback from Customers and Frontline teams on existing products and services are communicated back to relevant product owners, gaining commitments on products enhancements and bug fixes.
- Manage the product focus groups ensuring functionality testing by customers' pre and post launch. Copied from: www.hotnigerianjobs.com
Principal Functions
- Product Concept Review- collaborate with other product teams to develop product concept and description documents
- Facilitate Provision of product support tools- requirements gathering, URS development, testing & delivery of support tools/interfaces to CC
- Monitor the development of new products by implementing a product development checklist which will track the stages of development of all products in development
- Facilitate testing- conduct tests & issue Product functionality and User Acceptance Test reports for new products & VAS services. The test should cover all anticipated customer problems.
- Facilitate the documentation of Support process- Ensure and obtain approval for resolution procedures, agree SLAs and establish process on CRM tool.
- Facilitate the preparation of the process document which will detail the resolution procedure for all anticipated problems.
- Review FAQs & Answers, Manuals, trouble shoot guide, Launch Notification & other docs that facilitate adequate product support
- Information Circulation- Provide product information to various CC units & other channels management teams
- Liaise with the training team to ensure that training materials are developed and all support staff are trained
- Post-launch Support- Test, Monitor, report and assist in escalation and resolution of customer issues. Conduct surveys & analyze customers' feedback
- Conduct mystery shopping/ mystery calling of frontline teams to ensure that the product launched is being supported as scoped.
- Ensure that product/service/promotion performance report from the customer's perspective is shared with product/segment owners on a weekly basis
- Establish and enforce standard procedures for all products and services
- Bring strong creative skills to translate business needs and user goals into practical design solutions. Copied from: www.hotnigerianjobs.com
Educational Requirements
- First degree or equivalent in a relevant discipline.
Experience, Skills & Competencies
- 3 - 5 years work experience
- Experience in telecommunications industry will be an added advantage
- Experience in project implementation or change management.
- Excellent interpersonal and communication skills and the ability collaborate in cross-functional teams
- Analysis & Problem Solving
- A thorough understanding of consumer needs, drivers and issues
- Outgoing, organized, persistent, flexible and able to focus on long term goals
Application Closing Date
12th March, 2014
Method of Application
Interested and qualified candidates should:
Click here to apply online