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

Wananchi Group (K) Ltd
Job Title: Customer Service Representative – High Value Section
Department: Customer Experience
 Location: Gateway Park
Employment Status / Type: Contract
Position Reporting to: Technical Support Manager
Manages 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 yrs 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 recruit@ke.wananchi.com with a subject line Customer Service Representative-High Value on or before 29th July 2016.

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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