Customer Service Representative Job in Nairobi, Kenya

Wananchi Group (K) Ltd
  
Job Title: Shop Customer Service Representative
 
Department: Customer Experience

Location: Buru-Buru 
 
Employment Status / Type: Permanent
 
Position Reporting to: Supervisor Shops
 
Manages Others: No

Titles & Number of Positions Managed: NA
 
Job Purpose / Summary:  Shop CSR is responsible in providing professional and focused customer service both internally and externally.  

Reporting to the Shops Supervisor, the shop CSR  will be responsible for:


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 Supervisor and TL 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 hours time, the executive contacts the Retails Shop Manager via call, sms or email on the case.
  • The manager should follow-up on resolution to ensure the issue has been attended to.
Promoting Zuku Brand:
  • Shop to be branded with the Zuku logo and colours
  • 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 Zukuussd*502# to be updated
  • Always ensuring customer satisfaction by adequately answering or resolving their queries.
  • Dedicated customer follow-up to ensure issue closure and customer is happy.
  • Sessions with customers should not be interrupted.
  • In case of unavoidable interruption, customer should be apologized to.
  • Any unresolved customer queries should be escalated immediately and customer updated on progress frequently- VOIP phones in the office to be used to call customers
  • 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:
  •  All equipment should be ordered  through an internal order prepared by Retail Shop Duty incharge and emailed to Retail Shop Supervisor for verification & signature. 
  • A reconciliation of the previous stock should be done and sent to the Supervisor.  
  • The requisition form is then signed by HOD CE. 
  • Retail Shop Supervisor fowards this to Head of Procurement for approval.  This is fowarded to Warehouse for execution. 
  • On execution a copy of delivery note acknowledged by Retail Shop Supervisor and a copy is left with the Warehouse team.
Asset Management:
  • All assets for the Retails Shops to be purchased through Zuku procurement department. 
  • The official requisition process to be followed. 
  • Requests for requisition of Retails Shop assets to be raised by the Retails Shop Supervisor and approved by the HOD Customer Experience.
Payment
  • Payment of all the assets shall be done through procurement as per the set guidelines
  • Issuance to Retails Shop   
  • Any procured asset after capitalization is issued to the Retails Shop and confirmation of receipt signed by the Manager incharge.
Inventory   
  • Quarter inventory of assets is to be done for all Retail Shops.
  • Incase of any missing items, the issue is reported to the Management 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 expectations, e.g. internal standards or service level agreements 
  • Setting priorities to ensure continual satisfaction 
  • Delegate appropriate tasks in an effective manner 
  • Demonstrating knowledge of impact of providing professional service to 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 Supervisor 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
  • 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% Schedule Adherence
  • Score a minimum of 90% on QA score for the Month
Qualifications
  • Minimum of bachelor degree in IT
  • 2 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
How to Apply
 

Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 8th July 2015.

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

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.