Shop Customer Service Representative at Wananchi Group

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

Qualifications

• 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