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Job Vacancies at Wananchi Group Kenya

Company Profile

The Wananchi Group is Africa’s pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and VSAT (broadband data and internet) services.

We’re in the process of rolling out Africa’s most innovative cable network to complement the existing VSAT infrastructure and are seeking to recruit ambitious, dynamic and innovative individuals who will drive our growth.

Customer Experience Supervisor

Purpose of Job
  • Manage and support the call center agents
  • Making sure call center meets the required standards and Measures
  • Quality Monitoring, analyses of reports and continuous improvement initiatives 
  • Coaching and Training
  • Reporting – quantitative and qualitative
  • Providing practical support, assistance and instructions
  • Communicate and manage expectations for quality and accuracy of work
  • Identify variances and create effective plans to address gaps
  • Maintain a high level of product, process and competitive knowledge

Key Roles:
  • Provide hands on support and instruction and maintain a continual presence in the call center amongst team of agents.
  • Be available to handle escalated calls and monitor the call center activity real-time.
  • Develop the skill and knowledge of agents by assessing performance, identifying skill gaps and providing targeted coaching and training in order to improve agent performance and motivation
  • Monitor the achievement of performance standards and measures through quality monitoring, real-time monitoring and managing schedule adherence.
  • Provide feedback to agents on achievements.
  • Monitor processes to identify areas for continuous improvement and participate in special projects to refine operations
  • Compile ACD data into a report format, analyze data against performance standards and provide recommendations

Desired Qualification and Skills:
  • 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
  • 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
  • Must have superior coaching, leadership and interpersonal skills
  • Punctual, regular, and consistent attendance
  • Tact, diplomacy and sensitivity
  • Minimum of bachelor degree
  • Maintain a physical presence in the call center in order to identify problem situations and provide guidance when required
  • Ensure all necessary tools and equipment are available
  • Resolve escalated queries and providing feedback to the agents and follow up with the customer
  • Be aware of response and turn around times as against targets
  • Encourage team works and regular meetings
  • Promote team morale with praise and encouragement. Maintain an impartial and positive attitude.

Customer Retention Supervisor

Job Purpose

Responsible for serving as the focal point and resource for all matters related to retaining customers who are requesting disconnects. Leads a team of outbound Customer Retention Reps ensures delivery of all customer retention goals, manages hourly, daily, monthly goals, drives efficiencies, and overall performance levels.

Leads, coaches, and mentors a team of Customer Retention Reps responsible for assessing customer situations requesting disconnects, resolving customer concerns, retaining customers and providing best in class service to customers.

Key Roles:
  • Leads a team of Customer Retention Reps to achieve internal performance metrics and external customer expectations as appropriate.
  • coaches, mentors, develops and provides support to the team of Customer Retention Reps responsible for resolving customer concerns
  • Ensure launching all retention initiatives and come up with new ongoing campaigns
  • Designing and monitoring of daily/weekly/monthly analytical reviews on churn trends, churn dash boards & competition
  • overcoming customer objections and retaining customers.
  • Consistently delivers upon leadership expectations, conducting one on one meetings with team members, Analyzes reports/data to develop recommendations and implement solutions focused on improving the organization-s satisfaction of customer expectations and responding to the causes of customer dissatisfaction.
  • Regularly monitors reps and team-s performance, holding employees accountable for productivity and quality expectations.
  • Ensures consistency of monitoring, coaching in content, methods and procedures, and corrective action processes.
  • Ensures visibility and accessibility to assist Retention Reps on the floor.
  • Develops and maintains relationships with department peers focused of collaboration, honesty, integrity, and respect for each other.
  • Implements team training plans and achieves required timelines.
  • Uses a variety of tools to effectively recognize employees for outstanding performance.
  • Meets deadlines,
  • delivers on commitments internally and cross-functionally.
  • Performs special projects and duties as required.
  • Prioritizes, plans and executes to achieve goals.
  • Works with urgency, respect and integrity. Inspires and delivers results.
  • Performs other duties as required.
  • Experience and Background Needed:
  • Prior leadership experience preferred
  • Solid understanding of sales and ability to be self motivated
  • Proven self-starter with strong organizational skills
  • Superior telephone and verbal communication skills
  • Ability to effectively and sensitively communicate technical and financial information
  • Ability to work in a fast paced and high pressure work environment
  • Ability to work independently as well as within a team
  • College degree

Customer Service Representative

Job Purpose

Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner.

Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Prepares customer service summary reports.

Key Roles:
  • Managing and Maintaining relationships with customers and colleagues.
  • Managing and resolving a variety of customer queries and complaints – to answer all calls within company defined time limits and resolve customer queries
  • Capturing and recording customer requests and information – classify reasons for calls and retrieve information from systems
  • Meeting and adhering to performance standards
  • Ability to work autonomously towards defined individuals, team targets and goals
  • Team player able to contribute to and work within teams
  • Ability to communicate effectively and efficiently with both customers and coworkers
  • Written communication skills
  • Participate as an active member of the call center team through attending meetings, sharing information on systems, processes etc.
  • Take ownership of all calls received and handle them to completion or escalation
  • Maintain confidentiality of all customer related information
  • Comply with company security and use access to company related information in accordance with company procedures
  • Answer, transfer and escalate calls with the necessary telephone etiquettes, greetings and closure
  • Follow through what has been requested by the customer offering solutions and altenatives
  • Adhere to call center schedule and demonstrate punctuality and reliability

Qualifications & Desired Skills:
  • Minimum of bachelor degree
  • 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
  • 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
  • Must have superior coaching, leadership and interpersonal skills
  • Punctual, regular, and consistent attendance
  • Tact, diplomacy and sensitivity

If you are interested in the role , send your application and CV to recruit@ke.wananchi.com with the subject line Customer Experience Supervisor, Customer Retention Supervisor ,Customer Service Representative not later than 4th April 2014.

Your mail application will be considered should you meet the desired qualifications.

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


Note only short-listed candidates will be contacted.

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