Wananchi Group Customer Service Representative (High Value) Job in Kenya

Wananchi Group (K) Ltd

Job Vacancy: Customer Service Representative – High Value

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.

How to Apply

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.