Wananchi
Group (K) Ltd
Job
Title: Customer
Service Representative - High Value Section
Department:
Customer Experience
Location: Gateway Park
Employment
Status / Type: Contract
Position
Reporting to: Technical
Support Manager
Job
Purpose / Summary: CSR is
responsible for providing professional and quality customer service both
internally and externally.
Reporting
to the Technical Support Manager, the CSR will be responsible for:
Customer
Support at designated touch points (Inbound, Outbound, Emails, Escalations ):
- Customer
calls; emails; outbound calls; escalations: CSR gets full understanding of
customer's enquiry, provides full customer support for all fiber services
on first contact, solves the issue and logs it on CRM and Wincable.
- If
the issue is resolved, the CSR ensures that customer is satisfied and
confirms the customers contact details.
- If
issue can't be resolved during the interaction, it is escalated by the CSR
to the CE leader and followed up through the proper channels until
resolution.
- Take
full ownership of customer cases handled and ensures proper handover for
unresolved cases at end of day.
- Ensure
customer satisfaction with service and quality of support provided.
- Good
interpretation of customer queries and relay of accurate information to
reassure customers and manage their expectations.
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 Zuku Fiber service standards or service level agreements
- Demonstrating
knowledge of impact of providing professional service to Customers
- Understanding
the importance and impact of first call resolution (FCR)
- Working
with the CE leader on performance improvement as an individual and with
the team as a whole
- Ensuring
complaints/concerns are resolved or escalated in a timely manner
- 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
- Educate
customers about terminology, features and benefits of products in order to
improve customer education and satisfaction.
- Updating
client comments, complaints, reports and compliments on all relevant
Wananchi Systems
- The
job holder will be expected to identify and highlight to the supervisor,
all emerging service issues of general of unique nature; that may require
maintenance, upgrade or restructuring of Fiber services in order to meet
customer needs.
- Work
with immediate CE leader on team rosters.
- Provide
one-stop customer support for all Fiber services by responding to customer
contacts within defined SLAs
- Track
and monitor the customer problem exceeding the agreed SLA's and escalate
to the required level of management until complete resolution.
- Track
and monitor reopened, repeated customer problems, executing a special
customer care plan on affected customers, developing actions plans and
following up until complete resolution.
- Daily
monitoring and reporting on the intake of customer problem by type, root
cause, SLA compliance, average closing time and average pending time.
- Enhance
customer loyalty and upsell accordingly.
Key
Performance Indicators:
Achieve
Support Center SLA’s
- Achieve
90% first call resolution (FCR)
- 90%
correct CRM capture
- 100%
Schedule Adherence
- Score
a minimum of 98% on QA score for the Month
Other
KPIs
- Efficiency
- Good
Handle rate
- Calls
per Customer
- Average
Handle Rate
- Escalation
Resolutions
Experience
and Background Required:
- 2
yrs experience in a busy Contact Center, supporting internet/technology
driven services
- Understanding
of - IP networks; the contention ratios in the network; Metro Ethernet
networks
- Troubleshooting
skills e.g. on CMTS configuration, IP assignment (DHCP services) is an
added advantage
- Understanding
of the basic GPON network design & structure is an added advantage
- Ability
to solve practical problems and deal with a variety of concrete variables
in situations where only limited standardization exists.
- Knowledge
and experience in reading, analyzing, and interpreting reports and
technical procedures.
- Proficiency
in MS Office - specifically Excel, Access, Word, PowerPoint.
- Ability
to effectively present information and respond to questions from
management, peers and customers.
- Ability
to handle service delivery and service assurance processes and structures
in a large telecommunications environment.
- Self-driven,
customer centric and team player.
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Service Representative-High Value on or before 29th July 2016.
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.