Business Desk Analyst
Multichoice Kenya
Total years of experience :7 years, 2 Months
• Resolve customer escalations from first level customer care teams
• Resolve queries escalated from partners and resolver groups
• Customer escalations from first level customer care teams
• Resolve queries escalated from partners and resolver groups
• 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.
• Systems and Product Testing, Monitoring & UAT
• Perform new product testing and recommendations
• Monitor systems functionality including daily monitoring of key systems viz Clarity, ICC, IBS, ShowMax console and SMA
• Monitor channels functionality and EPG accuracy
• Share to front line teams’ daily cascade of scheduled live events
• Participate in UATs for new products/systems
• CRM cases cleanup across all the case management touch points (Credit Control, CVM and In-country Business Desk) on a Daily, Weekly, Monthly and annual basi 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.
Systems and Product Testing, Monitoring & UAT
• Perform new product testing and recommendations
• Monitor systems functionality including daily monitoring of key systems viz Clarity, ICC, IBS, ShowMax console and SMA
• Monitor channels functionality and EPG accuracy
• Share to front line teams’ daily cascade of scheduled live events
• Participate in UATs for new products/systems
• CRM cases cleanup across all the case management touch points (Credit Control, CVM and In-country Business Desk) on a Daily, Weekly, Monthly and annual basis.