Shop Customer Service Representative Job in Kenya

Wananchi Group (K) Ltd

Job
Title: Shop
Customer Service Representative

Department: Customer
Experience

Location: Nairobi

Employment
Status / Type: Permanent

Position
Reporting to: Team Leader – Shops & Billing

Manages
Others: No

Job
Purpose / Summary: Shop CSR is responsible in
providing professional and focused customer service both internally and
externally.

Reporting
to the Shops Team Leader, the shop CSR will be responsible for:

Customer
Support:

·  Customer
visits shop with query/complaint, CSR attends to the customer, should solve the
issue within 5 min and log it in the CRM and Wincable

·  If
issue is solved, the CSR ensures that customer is satisfied and asks customer
to give feedback through available mechanisms.

·  If
issue can’t be resolved at the Retails Shop, it is escalated by the CSR to the
Team Leader within 10 min of receipt through call or email

·  The CSR
gives a customer a response time and promises to get in touch through call.

·  The CSR
checks in the emails after every 15 min to follow-up on escalated issues.

·  If
escalated issue has not been attended to in an hour time, the executive
contacts the Retails Shop Manager for support or guidance.

·  Handle
customer payments as per business rules including SOPs.

Promoting
Zuku Brand:

·  Shop to
be branded with the Zuku logo and colors

·  Posters
in the Centres to be timely and as directed by Zuku marketing department.

·  Brochures
must be clearly and neatly displayed.

·  The
shop should be clean and well-arranged at all times.

Service
Quality:

·  Customer
welcomed with a warm smile and assisted within 3 min of entering the Retail
Shop.

·  A
standard greeting i.e. Good morning/afternoon should be used when welcoming
customers.

·  Get
full understanding of customer’s enquiry.

·  Customer
queries/issues to be recorded in the CRM

·  Educate
customers on products and self-help solutions, like Zuku ussd*502# and ZukuBot

·  Always
ensuring customer satisfaction by adequately answering or resolving all
queries.

·  Dedicated
customer follow-up to ensure issue closure and customer is satisfied with the
solution

·  Sessions
with customers should not be interrupted unless unavoidable and with customer
concurrence

·  Any
unresolved customer queries should be escalated immediately and customer
updated on progress frequently- via Call using VOIP phones in the office or
support email.

·  Cashiers/CS
to work as one unit, alternating as per schedules.

Floor
Management:

·  The
queues should be well managed to create orderliness and avoid crowding

·  Customers
should be clearly directed/guided on what to do or where to queue/sit.

·  Customers
should not be left unattended to in the shop at any time even for a minute..

Stock
Management:

·  Equipment
should be ordered through an internal order prepared by Retail Shop Duty
incharge and emailed to Retail Shop Team leader for verification &
signature. A reconciliation of the previous stock should be done and sent to
the Team leader for onward approvals and processing.

Asset
Management

·  Quarter
inventory of assets is to be done for all Retail Shops.

·  In
cases of any missing items, the issue is reported to the Manager in Charge
immediately.

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 Wananchi DTH, Fiber & WBS expectations, e.g. internal
standards or service level agreements

·  Setting
priorities to ensure continual satisfaction

·  Delegate
appropriate tasks in an effective manner

·  Demonstrate
knowledge of impact of providing professional service to the public

·  Understanding
the importance and impact of first visit resolution (FVR) Monitor Performance

·  Communicating
feedback on a daily level as a positive improvement issue not personal issue

·  Providing
feedback to immediate manager on individual team members, working with manager
on performance improvement of individuals and the team as a whole

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

·  Using
Wananchi tools to manage data and to allow for analysis Oversee operations

·  Managing
shop volumes, e.g. peak times

·  Work
with immediate Team Leader is or on team rosters

·  Being
resourceful in finding information considering industry trends and historical
data

·  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

Key
Performance Indicators:

Achieve
Shops SLA’s

·  FVR-Resolve
up to 95% of customer issues while interacting with them

·  Cheque
and cash banking reconciliation with adherence to finance requirements. Accuracy
in receipting to reduce VOID

·  100%
Paying (customers served), on next due date.

·  90%
Conversion rate of NPD/churn callers.

·  0%
Downgrades per calls/customers served.

·  100%
Schedule Adherence

·  Minimum
of 95% on QA score for the Month

Qualifications

·  Minimum
of bachelor degree or diploma

·  2
years’ experience in a customer service environment and sales. A technical
environment is an advantage

·  Excellent
organization and time management skill

·  Strong
analytic skills and comfort in PC based reporting systems and processes

·  Ability
to maintain productivity under pressure and to multitask effectively

·  Punctual,
regular, and consistent attendance

·  Tact,
diplomacy and sensitivity

How to
Apply

Interested
and qualified candidates to submit their applications including a detailed CV
and day time telephone contact to recruit@ke.wananchi.com on or before 20th
April 2023.

The
subject line should read CSR-Shops,Nairobi.

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.