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  • Posted: Nov 20, 2017
    Deadline: Not specified
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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

    Position Reporting to: Customer Surveillance Head

    Manages Others: No

    Job Purpose / Summary:
    • Reporting to the Technical Support Manager, the job holder is responsible for monitoring, troubleshooting, reporting and escalating of all Wananchi Group client connections i.e.; HFC and GPON networks; DTH platform; Voice platform and Metro Ethernet;
    • The job holder will be expected to a) identify customer problems of a technical nature that are relevant for Technical organization’s quality improvement, b)investigate, c)design ad hoc reports that can assist the technical team.
    • The job holder will be expected to undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.
    • The job holder will be expected to act as a liaison between the Cs Team and the NOC, Engineering and technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer related problems.
    • The job holder will also be expected to step in and act as the deputy for the Customer Surveillance Head.
    Key Roles:
    • Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, DTH, TV and managed Wi-Fi.
    • Research for potential trouble spots using the available troubleshooting tools and providing workable solutions and/or escalating to the relevant department for closure.
    • Good interpretation of customer calls to meaningful reports and understanding of the Network which can be presented to the technical team for continuous improvement of customer issues.
    • Act as a liaison between the technical team and CS team on customer issues reporting.
    • Good knowledge of the troubleshooting systems so as to analyze, provide feedback and recommendations for improvements.
    • Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.
    • Follow up on any tasks which are allocated by the Customer Surveillance Team Leader.
    • Any other duty that may be assigned.
    Experience and Background Required:
    • Good Technical background and skills.
    • Good understanding of all the troubleshooting systems within the organization.
    • Good understanding of the HFC, GPON and Satellite networks.
    • Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
    • Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
    • Experience in a triple play company would be an added advantage.
    • Experience in Onsite support and maintenance is an added advantage.
    • Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures.
    • Experience in writing reports. Proficient in MS Office – specifically Excel, Word, PowerPoint.
    • Ability to effectively present information and respond to questions from groups of managers, clients and customers.
    • Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

    Method of Application

    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 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.

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