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Nov 20, 2017

Wananchi Group Job Vacancy : Customer Service Representative - High Value - Jobs in Kenya



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Department: Customer Experience
 


Location: Gateway Park
 


Employment Status / Type


  • 1 year Contract (Seasonal Contract)

  • 3 months’ probation

  • Monthly KPI performance review & incentive (30% variable pay)

Position Reporting to: Supervisor – High Value Section
 


Manage Others: No

Job Purpose / Summary:


CSR is responsible for providing professional and quality customer service both internally and externally.



Reporting to the Technical Support Manager, the CSR will be responsible for:
Customer Support at designated touch points (Inbound, Outbound, Emails, Escalations ):


  • Customer calls; emails; outbound calls; escalations: CSR gets full understanding of customer’s enquiry, provides full customer support for all fiber services on first contact, solves the issue and logs it on CRM and Wincable.

  • If the issue is resolved, the CSR ensures that customer is satisfied and confirms the customers contact details.

  • If issue can’t be resolved during the interaction, it is escalated by the CSR to the CE leader and followed up through the proper channels until resolution.

  • Take full ownership of customer cases handled and ensures proper handover for unresolved cases at end of day.

  • Ensure customer satisfaction with service and quality of support provided.

  • Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations.

Key Roles:


  • Using effective communication skills.

  • Resolving all complaints, concerns and issues in a timely and diplomatic manner.

  • Conduct activities in a professional manner

  • Demonstrating knowledge of Zuku Fiber service standards or service level agreements

  • Demonstrating knowledge of impact of providing professional service to Customers

  • Understanding the importance and impact of first call resolution (FCR)

  • Working with the CE leader on performance improvement as an individual and with the team as a whole

  • Ensuring complaints/concerns are resolved or escalated in a timely manner

  • Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up

  • Determining when a problem requires action from higher level of authority

  • Participate in regular team meetings

  • Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.

  • Updating client comments, complaints, reports and compliments on all relevant Wananchi Systems

  • The job holder will be expected to identify and highlight to the supervisor, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs.

  • Work with immediate CE leader on team rosters.

  • Provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs

  • Track and monitor the customer problem exceeding the agreed SLA’s and escalate to the required level of management until complete resolution.

  • Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.

  • Daily monitoring and reporting on the intake of customer problem by type, root cause, SLA compliance, average closing time and average pending time.

  • Enhance customer loyalty and upsell accordingly.

Key Performance Indicators:


Achieve Support Center SLA’s


  • Achieve 90% first call resolution (FCR)

  • 90% correct CRM capture

  • 100% Schedule Adherence

  • Score a minimum of 98% on QA score for the Month

Other KPIs


  • Efficiency

  • Good Handle rate

  • Calls per Customer

  • Average Handle Rate

  • Escalation Resolutions

Experience and Background Required:


  • 2 years experience in a busy Contact Center, supporting internet/technology driven services

  • Understanding of – IP networks; the contention ratios in the network; Metro Ethernet networks

  • Troubleshooting skills e.g. on CMTS configuration, IP assignment (DHCP services) is an added advantage

  • Understanding of the basic GPON network design & structure is an added advantage

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

  • Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.

  • Proficiency in MS Office – specifically Excel, Access, Word, PowerPoint.

  • Ability to effectively present information and respond to questions from management, peers and customers.

  • Ability to handle service delivery and service assurance processes and structures in a large telecommunications environment.

  • Self-driven, customer centric and team player.


Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to [email protected] with a subject line Customer Service Representative-High Value on or before 24th November 2017
Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.
Only short-listed candidates will be contacted.
Note: Canvassing will lead to automatic disqualification.




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