Department: Customer Care
Salary: Ksh 35,000 – Ksh 45,000
Company: A betting company (via AFM)
Key Responsibilities:
- Collect, analyze, and interpret customer data to improve service and sales efficiency.
- Collaborate with telemarketing and customer care teams to provide actionable insights.
- Organize data from CRM systems, call logs, surveys, etc.
- Analyze patterns in customer behavior and campaign performance.
- Build dashboards for KPIs like conversion rates, call durations, satisfaction, etc.
- Identify areas to improve telemarketing and customer care strategies.
- Recommend script, call handling, and retention improvements.
- Develop models for better lead scoring and customer targeting.
- Track customer feedback to pinpoint areas needing improvement.
- Help management set data-driven benchmarks and strategies.
Qualifications & Requirements:
Education:
- Bachelor’s or Diploma in Business, Communications, Customer Service Management, or related field (preferred but not mandatory).
Experience:
- 2–3 years in quality assurance, customer service, or telemarketing.
- Call center or telemarketing experience is a plus.
Technical Skills:
- Knowledge of QA software, CRM tools, and call monitoring systems.
- Proficient in Microsoft Office (Excel, Word, PowerPoint).
Soft Skills:
- Strong analytical and problem-solving ability.
- Excellent communication and coaching skills.
- High attention to detail with an objective mindset.
- Able to work both independently and in teams.
Application Details:
📧 Email: [email protected]
🗓 Deadline: 11th March 2025
📌 Subject Line: DATA ANALYST
