Job Vacancies at Wananchi Group

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.

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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