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Specialist.Products Integration At Etisalat

Date Posted: 26/Feb/2014
Deadline: 10/Mar/2014

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.

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

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

Method of Application

Interested and qualified? Click the Apply now button to send your application

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