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CDL Human Resource, founded in 2003 by Lucy Mmari, specializes in human resources management. With a strong logistics and HR background, CDL provides its clients comprehensive HR solutions. The company leverages its extensive experience to deliver effective and tailored HR services, supporting businesses in achieving their strategic goals. CDL Human Resources operates from Nairobi, providing services across various industries.
CDL Human Resources is seeking a detail-oriented and customer-focused Business Desk Analyst to join their team. This role will manage technical and service support escalations, ensuring efficient resolution and enhancing customer satisfaction.
Business Desk Analyst - CDL Human Resource
Job Overview
Positions Available: Not Specified
Employment Type: Full Time
Deadline: Not Specified
Salary: Not Specified
Job Summary
The Business Desk Analyst will manage technical and service support escalations using MAL’s internal CRM system, prioritize and handle escalations from various customer touchpoints, and ensure timely resolution of customer queries and complaints.
Duties & Responsibilities
- Manage technical and Service Support escalations from all service touch points using MAL’s internal CRM system.
- Activate or deactivate customers’ satellite services upon request.
- Prioritize and handle escalations received from different customer touchpoints.
- Carry out daily system health checks and share reports.
- Conduct hardware, channel, and system testing for new implementations and technologies.
- Maintain financial accounts by processing customer adjustments and providing billing information.
- Escalate service-related issues to corporate for third-level support.
- Resolve escalated customer queries and complaints and provide feedback.
- Escalate issues to relevant departments and follow-up to resolution.
- Track escalations to other departments and third-level support to ensure issue resolution within stipulated TATs.
- Enforce escalation and call-back processes for better customer experience.
- Maintain knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM.
- Generate and share test findings reports.
- Process customer adjustments.
- Provide billing information.
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Qualifications & Requirements
- A first degree in a Business-related field.
- 3 years experience in customer support, preferably within the Media & Entertainment industry.
- Professional communication skills, written and verbal.
- Computer literate, numerical aptitude, and willingness to learn new skills.
- Previous front-line customer service experience is required.
- Call Centre or Touchpoint experience is highly desirable.
- Knowledge of CRM systems.
- Strong problem-solving skills.
- Ability to work in a fast-paced environment.
How to Apply
Interested and qualified candidates should apply through CDL Human Resources's application portal:
📌 Note: Only shortlisted candidates will be contacted.
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