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  • Posted: Sep 10, 2020
    Deadline: Sep 15, 2020
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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

     

    Retention Executive

    Department: Customer Experience

    Position Reporting to: Team Leader – Retention

    Job Purpose / Summary: To support and retain our current subscribers using selling techniques in order to achieve customer reconnection targets. Educate customers on competitive pricing and product information; assist the customer in comparing and contrasting our products versus competition.

    A customer-centric mindset is necessary in order to ensure long-term customer satisfaction.

    Key Roles:

    • Handle outbound disconnect/downgrade calls from existing customers
    • Responsible for skillfully retaining customers through positive relationship building
    • Diffuse the irate customer situation by utilizing strong listening skills and probing techniques
    • Identify reason(s) for disconnect and overcome objections in an effort to retain the customer
    • Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers
    • Effectively transition from the save to upgrading the customer to additional products and services
    • Provide exceptional customer care across all call types including escalations, technical support and billing
    • Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation
    • Take ownership of customers’ concerns and act as a primary contact, providing name and telephone extension to help build confidence
    • Report customer problems to escalation departments to ensure customer satisfaction
    • Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers
    • Provide explanation and interpretation of billing system information
    • Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner

    Qualifications

    • Experience over 1 year in a Retention/Churn team in a Telco company
    • Customer-centric mentality & passion for the customer
    • Must have ability to complete all work

    Preferred Skills / Qualifications:

    • Effective listening skills with high level of empathy
    • Effective verbal communication skills, including grammar and tone
    • Ability to probe and correctly identify customer needs/concerns.
    • Strong Problem solving ability
    • Exceptional sales skills in order to save and upgrade customers
    • Proven ability in objection handling techniques
    • Ability to deal with rejection
    • Manage confrontation and remain confident
    • Ability to provide complete customer service, overcome customer objections and retain customers.

    go to method of application »

    NOC Engineer

    Position Reporting to: Dispatch Team Leader

    Job Purpose / Summary: Reporting to the Manager – NOC, the core role of NOC Engineer will be network monitoring especially ticketing, field dispatch coordination, tracking of resolution and update, as well as Node audit and redundancy tests.

    Key Roles & Responsibilities

    Overall, he/she will be responsible for:

    • Proactive network monitoring and alert encompassing timely fault detection, accurate ticketing and alerting, active fault resolutions follow-up and updates using our alert platforms accurately and as required (SMS, WhatsAPP, Calls, Emails etc.)
    • Consistent and proactive monitoring, troubleshooting and reporting of all outages on infrastructure including but not limited to data centre, GPON network, Hybrid Fiber coax, TV systems, Local and International IP backbone, Metro Switch network, Voice network, Power, SDH/Transmission Network and Monitoring screens.
    • Monitoring, managing and maintaining Network Management Systems/Servers: SolarWinds Orion, Easy Docsis, Broadhub, Cacti, Nagios, Microtik Dude, Huawei GPON U2000, ECI Xmanager.
    • Validating alarms from monitoring tools for downtime reporting and for raising trouble tickets.
    • Doing reports on core network uptime & availability.
    • Monitoring regional and international circuits via Teams, TATA, PCCW, Zesco, EASSy, Seacom and Bharti Airtel India (SEMEWE 4 and IMEWE).
    • Follow-ups on downtime resolution to adhere to SLAs and providing RFOs on time.
    • Accurate incident management: Raising accurate Tickets on all faults within stipulated SLA
    • Attending field support or assisting Field Support engineers in bringing up new links/troubleshooting field related outages
    • Troubleshooting and resolution of faults on 2nd tier escalation from Support as per WBS escalation matrix
    • Network Documentation: This involves maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations.
    • Manage network maintenance, both emergency and planned in co-ordination with other departments involved
    • Develop solution/customer network diagrams for new projects being handled on the NOC level.

    Desired Education, Skills & Experience:

    • Bachelor’s Degree in Telecommunication, Computer Science or Electrical and Electronic Engineering
    • A minimum of 3 years in technical department with direct experience in facing technical clients, technical experience in the telecommunications area with deep knowledge of transmission and IP network services
    • Good communicator with a natural aptitude for dealing with people.
    • Good knowledge on IP and Transmission network provisioning of services.
    • Knowledge on radio frequency, monitoring and troubleshooting.
    • Experience of network monitoring tools and protocols (MRTG, RRD, NAGIOS, SNMP).
    • Good network diagnostic and analytical skills.
    • Basic Linux CLI & sysadmin skills.
    • Ability to work well in a busy team, being quick to learn and able to deal with a wide range of issues
    • Be able to work in a call-out Rota running 24×7.
    • CCNA/JNCIA certification, CCNP/JNCIP will be an added advantage

    Method of Application

    Interested candidates to send updated CV to recruit@ke.wananchi.com with job the title on the respective subject line not later than 15th September, 2020.

    Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

    Canvasing will lead to automatic disqualification.

    Only short-listed candidates will be contacted.

    Learn how to get a job in any industry you want. Read 72 Hours to The Job You Love

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Average Salary at Wananchi Group
KSh 54K from 10 employees
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