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  • Posted: Nov 24, 2022
    Deadline: Nov 29, 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.

    Job Purpose / Summary: 

    Shop CSR is responsible in providing professional and focused customer service both internally and externally.

    Customer Support:

    • Customer visits shop with query/complaint, CSR attends to the customer, should solve the issue within 5 min and log it in the CRM and Wincable
    • If issue is solved, the CSR ensures that customer is satisfied and asks customer to give feedback through available mechanisms.
    • If issue can’t be resolved at the Retails Shop, it is escalated by the CSR to the Team Leader within 10 min of receipt through call or email
    • The CSR gives a customer a response time and promises to get in touch through call.
    • The CSR checks in the emails after every 15 min to follow-up on escalated issues.
    • If escalated issue has not been attended to in an hour time, the executive contacts the Retails Shop Manager for support or guidance.
    • Handle customer payments as per business rules including SOPs.

    Promoting Zuku Brand:

    • Shop to be branded with the Zuku logo and colors
    • Posters in the Centres to be timely and as directed by Zuku marketing department.
    • Brochures must be clearly and neatly displayed.
    • The shop should be clean and well-arranged at all times.

    Service Quality:

    • Customer welcomed with a warm smile and assisted within 3 min of entering the Retail Shop.
    • A standard greeting i.e. Good morning/afternoon should be used when welcoming customers.
    • Get full understanding of customer’s enquiry.
    • Customer queries/issues to be recorded in the CRM
    • Educate customers on products and self-help solutions, like Zuku ussd*502# and ZukuBot
    • Always ensuring customer satisfaction by adequately answering or resolving all queries.
    • Dedicated customer follow-up to ensure issue closure and customer is satisfied with the solution
    • Sessions with customers should not be interrupted unless unavoidable and with customer concurrence
    • Any unresolved customer queries should be escalated immediately and customer updated on progress frequently- via Call using VOIP phones in the office or support email.
    • Cashiers/CS to work as one unit, alternating as per schedules.

    Floor Management:

    • The queues should be well managed to create orderliness and avoid crowding
    • Customers should be clearly directed/guided on what to do or where to queue/sit.
    • Customers should not be left unattended to in the shop at any time even for a minute..

    Stock Management:

    • Equipment should be ordered through an internal order prepared by Retail Shop Duty incharge and emailed to Retail Shop Team leader for verification & signature. A reconciliation of the previous stock should be done and sent to the Team leader for onward approvals and processing. Asset Management
    • Quarter inventory of assets is to be done for all Retail Shops.
    • In cases of any missing items, the issue is reported to the Manager in Charge immediately.

    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 29th November 2022. The subject line should read CSR-Shops,Nairobi.

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