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  • Posted: Oct 5, 2017
    Deadline: Oct 11, 2017
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    Wananchi is the leading business providing affordable entertainment and connectivity for the rapidly growing middle class in East Africa.
    Read more about this company

     

    Customer Experience Service Engineer

     
    Job Purpose / Summary:
     
    Reporting to the Team Leader, the job holder is responsible for answering customer enquiries, monitoring, troubleshooting and escalating, for Zuku Fiber client connections on HFC and GPON networks; Voice platform and Metro Ethernet.
     
    The job holder will be expected to
    • provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
    • resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases
    • take full ownership of customer cases that land and handover unresolved cases at end of day
    • ensure customer satisfaction with service and quality of support provided.
    • The job holder will be expected to undertake extensive troubleshooting for any service matters using the existing systems and follow up with transversal teams to resolve.
    • Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations – are key to this role.
    • The job holder will be expected to identify and highlight to the Team Leader, 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.
    • The job demands high performance of the holder, for which KPIs are defined and measured for monthly performance scores.
    • Any other duty that may be assigned.
    Experience and Background Required:
    • Degree / Diploma in any of these fields: Electrical / Electronic, Telecommunications, Computer Technology, Computer Science, Information Technology.
    • 2 years Experience in Engineering
    • Skills in Enterprise Solutions, VPN.
    • Knowledge in transmission.
    • Understanding of – IP networks; the contention ratios in the network; Metro Ethernet networks
    • Troubleshooting skills e.g. on CMTS basic configuration, IP assignment (DHCP services).
    • Understanding of the basic network design & structure:  Master node, distribution node, GPON.
    • 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.

    Method of Application

    Applicants should send a detailed CV, day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Experience Service Engineer on or before 11th October 2017.

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