South Africa

Service Delivery Analyst

Company Health Plus Limited
Reference # HP/CT/SDA/02
Published 03/02/2020
Contract Type Permanent
Salary Market Related
Location Lagos, Lagos State, Nigeria

HealthPlus Limited, Nigeria’s first integrative pharmacy, is the fastest-growing pharmacy chain in West Africa. We are committed to our mission of helping people achieve optimum health and vitality, while delivering superior value to stakeholders. Our vision is to be Africa’s #1 for pharmacy, wellness and beauty. Recently, we secured significant foreign investment from our partners to scale up our network of retail outlets and our online business. This strategy will give us unparalleled reach across the country and beyond.

CasaBella Beauty, is a one-stop store for beauty and grooming solutions for men and women. CasaBella International was incorporated in 2008 and became the exclusive distributor for Revlon in Nigeria. The first CasaBella store opened in Lagos in 2010 and today, CasaBella Beauty is the fastest-growing retailer of beauty supplies in West Africa.

Our success is based on our great people, great values and a winning corporate culture. Our people are passionate, driven and committed to continuous learning in order to maintain our edge. Our testimonial is that we are proud to be members of the HealthPlus family as we are offered a strong platform to explore our potentials. We believe in best practices always and therefore employ and retain the best talents.
As we expand our frontiers to redefine the world of health & beauty in Nigeria, we are looking for result driven individuals who will roll up their sleeves and share our passion & success. People who will join our team of highly motivated professionals who get the job done!

No matter what your job title is, the work you do at HealthPlus supports the health and well-being of the millions of men, women and children who turn to us for care. That is because all of us - from our talented business professionals at the head office and our experts in our retail locations who serve our communities - are committed to providing the best possible service experience.

With locations across Nigeria, we offer the opportunity to build a rewarding career in an environment that supports your success.

Job Functions Administration,Advisory,Analysis,Analytics,Business Analyst,Data Analysis,Data Capturing,Data Management,Statistics
Industries Financial Services,Fmcg (Fast Moving Consumer Goods Sector),IT - Information Technology,Pharmaceutical / Medical / Healthcare / Hygiene
•Review metrics for customer service surveys
•Implement Customer Satisfaction Surveys
•Implement Internal Customer Surveys
•Implement Net Promoter Score Surveys
•Implement Mystery Shopping Surveys
•Generate reports & provide actionable insights from the data obtained from the service surveys
•Improve awareness on the use of the Helpdesk tool
•Generate performance reports from the Helpdesk tool periodically
•Track the implementation of recommendations from the service surveys
•Use analytics across to give the organization a competitive edge by understanding customer preferences
•Collate, analyze and report on HealthPlus’ service performance across its touch points based on pre- defined service metrics
•Continuously improve on service metrics and measurement tools (questionnaires) based on evolving customer expectations and
organizational priorities
•First degree in any technical field
•A Master’s degree is an added advantage
•A minimum of 4 years' relevant work experience covering a range of service functional areas
•Excellent analytical skills
•Excellent report writing & presentation skills
•Ability to multitask
•IT savvy
•Adept knowledge of survey monkey, google form/docs and renowned data gathering as well as business intelligence tools
•Excellent knowledge of MS Office Suite (Word, Excel, PowerPoint, Visio, SharePoint, Project, Outlook)
•Great attention to detail
•Ability to communicate effectively with staff at all levels including third parties
Job Closing Date 24/02/2020
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Last Updated: 4-3-2021 []
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