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  • Posted: Oct 27, 2022
    Deadline: Nov 3, 2022
  • Wananchi is the leading business providing affordable entertainment and connectivity for the rapidly growing middle class in East Africa.
    Read more about this company


    Shop Customer Service Representative

    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 & WBS expectations, e.g. internal standards or service level agreements
    • Setting priorities to ensure continual satisfaction
    • Delegate appropriate tasks in an effective manner
    • Demonstrate knowledge of impact of providing professional service to the 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 Team Leader is or 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

    • FVR-Resolve up to 95% of customer issues while interacting with them
    • Cheque and cash banking reconciliation with adherence to finance requirements. Accuracy in receipting to reduce VOID
    • 100% Paying (customers served), on next due date.
    • 90% Conversion rate of NPD/churn callers.
    • 0% Downgrades per calls/customers served.
    • 100% Schedule Adherence
    • Minimum of 95% on QA score for the Month


    • Minimum of bachelor degree or diploma
    • 2 years’ experience in a customer service environment and sales. A technical environment is an advantage
    • Excellent organization and time management skill
    • Strong analytic skills and comfort in PC based reporting systems and processes
    • Ability to maintain productivity under pressure and to multitask effectively
    • Punctual, regular, and consistent attendance
    • Tact, diplomacy and sensitivity

    Method of Application

    Interested and qualified candidates to submit their applications including a detailed CV and day time telephone contact to on or before 3rd November 2022.

    The subject line should read CSR-Shops,Mombasa.

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