Customer Service Representative - High Value Section at Wananchi Group

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.