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  • Posted: Sep 7, 2018
    Deadline: Sep 13, 2018
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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 Service Representative - High Value Section

    Job Description

    Department: Customer Experience

    Location: Gateway Park

    Position Reporting to: Technical Support Manager

    Manages Others: No

    Titles & Number of Positions Managed: N/A

    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 98% first call resolution (FCR)
    • 100% correct CRM capture
    • 100% Schedule Adherence
    • 85% timely payers in account management
    • 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:

    • 2yrs 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.

    Method of Application

    Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 13th September 2018.

    The subject line Customer Service Representative – High Value.

    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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