Wananchi Group Customer Service Representative (Shops)

Wananchi Group (K) Ltd

Job Title: Customer Service Representative – Shops

Department: Customer Experience

Location: Buru-Buru

Employment Status / Type: Permanent

Position Reporting to: Supervisor Shops

Manages Others: No

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

Reporting to the Shops Supervisor, the 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 Supervisor and TL 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 hours’ time, the executive contacts the Retails Shop Manager via call, sms or email on the case.
  • The manager should follow-up on resolution to ensure the issue has been attended to.

Promoting Zuku Brand:

  • Shop to be branded with the Zuku logo and colors
  • Posters in the centers 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# to be updated
  • Always ensuring customer satisfaction by adequately answering or resolving their queries.
  • Dedicated customer follow-up to ensure issue closure and customer is happy.
  • Sessions with customers should not be interrupted.
  • In case of unavoidable interruption, customer should be apologized to.
  • Any unresolved customer queries should be escalated immediately and customer updated on progress frequently – VOIP phones in the office to be used to call customers
  • 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:

  • All equipment should be ordered through an internal order prepared by Retail Shop Duty in charge and emailed to Retail Shop Supervisor for verification & signature.
  • A reconciliation of the previous stock should be done and sent to the Supervisor.
  • The requisition form is then signed by HOD CE. Retail Shop Supervisor forwards this to Head of Procurement for approval.
  • This is forwarded to Warehouse for execution. On execution a copy of delivery note acknowledged by Retail Shop Supervisor and a copy is left with the Warehouse team.

Asset Management:

  • All assets for the Retails Shops to be purchased through Zuku procurement department. The official requisition process to be followed.
  • Requests for requisition of Retails Shop assets to be raised by the Retails Shop Supervisor and approved by the HOD Customer Experience.


  • Payment of all the assets shall be done through procurement as per the set guidelines
  • Issuance to Retails Shop
  • Any procured asset after capitalization is issued to the Retails Shop and confirmation of receipt signed by the Manager in charge.


  • Quarter inventory of assets is to be done for all Retail Shops.
  • In case of any missing items, the issue is reported to the Management 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 expectations, e.g. internal standards or service level agreements
  • Setting priorities to ensure continual satisfaction
  • Delegate appropriate tasks in an effective manner
  • Demonstrating knowledge of impact of providing professional service to 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 Supervisor 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

  • Resolve up to 98% of customer issues while interacting with them
  • Cheque and cash banking reconciliation with adherence to finance requirements. Accuracy in receipting with 100% zero VOID.
  • 100% Schedule Adherence – to be at the respective shop 30mins prior to the opening time {to allow cleaning & prep for the day)
  • Achieve minimum score of 98% on QA score for the Month.
  • Capture all customer feedback on Customer management system as well update and share hourly walk in report daily by end of shift.
  • Customer education on Self-serve menu (Loyalty Points, Zuku Bot, USSD, My Zuku account management) and send end of Visit CSAT sms survey for all contacts served.
  • Track down service & system issues affecting daily individual performance as well as smooth service operations.

ICT and Technology
Updated: March 29, 2017 — 2:16 am