Customer Experience Data Analyst at MainOne

MainOne is a leading provider of innovative telecom services and network solutions for businesses in West Africa. Our world-class infrastructure enhances the productivity and profitability of our customers. Since its launch in 2010, MainOne has developed a reputation for highly reliable services to become the preferred provider of wholesale Internet services to major telecom operators, ISPs, government agencies, large enterprises, and educational institutions in West Africa MainOne’s world class submarine cable system running down the coast of West Africa, state of the art IP NGN network, growing regional and metro terrestrial fiber optic networks, and data center facilities enable broadband services for businesses needing critical connectivity solutions in West Africa. Our network is interconnected and peers with leading operators and internet exchanges worldwide to provide global reach to our customers.

Responsibilities

• The Customer Experience Data Analyst will be responsible for data assurance for all MainOne customer information specifically in Salesforce and across cross functional data platforms.
• He/She will report to the Customer Experience Manager and will provide the administrative and analytical support required for efficient management of customer data to meet company’s objectives of profitability, customer success and stakeholder experience

Specifically, other responsibilities include:

• Detect areas of data inaccuracy and recommend appropriate strategies to enforce compliance with operational process(es) affecting data accuracy
• Liaise with relevant units and departments in confirming the integrity and assurance of customer data
• Perform quality assurance on data input in Salesforce across the various business units/teams
• Conduct periodic review of process(es) within entire customer data assurance value chain
• Recommend appropriate structures to be put in place to detect and avoid data inaccuracy
• Develop and effect strategies required to reduce data inaccuracy leakage
• Analyze data that cuts across Sales, Billing, Provisioning and Technical to identify inaccuracy-prone data and recommend strategies for blocking them
• Perform other duties as assigned
• Periodic analysis of customer feedback on data inaccuracy and making recommendations to mitigate and facilitate improvement.

Qualifications, Skills & Competencies

Qualifications

• A Bachelor's degree in marketing, communications, advertising, business management, or in a related field preferred.
• At least five years' experience as a customer experience professional, or a similar customer support role

Skills & Competencies

• Extensive experience in gathering and interpreting customer information.
• Proficiency in Microsoft office suite (Word, Excel, PowerPoint) as well as CX and CRM software.
• Good Data Analytical Skills
• Good Data presentation skills
• Good report writing skills
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.

Demands of the Job

• Problem solving skills
• Ability to work under pressure
• Ability to handle the challenges that come with the job.
• Capable of multi-tasking, manage time and prioritize workload.
• Ability to collate and interpret data from various sources.
• Willingness to learn and develop new skills.
• Actively seek innovative ways of improving existing systems and processes.
• Very good understanding of Main One’s products and processes
• Ability to work with minimal supervision
• Confidentiality

Method of Application