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Customer Service Representative Job in Nairobi, Kenya

Wananchi Group (K) Ltd
Job Title: Customer Service Representative - Shops

Customer Experience
Location: Buru-Buru
Employment Status / Type: Permanent

Position Reporting to: Supervisor Shops
Manages Others: No

Job Purpose / Summary: CSR Shop is responsible in providing professional and focused customer service both internally and externally.  

Reporting to the Shops Supervisor, the  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 colors
  • Posters in the centers 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 Zuku Ussd*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 in charge 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 forwards this to Head of Procurement for approval.  
  • This is forwarded 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 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 in charge.
  • Quarter inventory of assets is to be done for all Retail Shops.
  • In case 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 98% of customer issues while interacting with them
  • Cheque and cash banking reconciliation with adherence to finance requirements.
 Accuracy in receipting with 100% zero VOID.
  • 100% Schedule Adherence – to be at the respective shop 30mins prior to the opening time {to allow cleaning & prep for the day)
  • Achieve minimum score of 98% on QA score for the Month.
  • Capture all customer feedback on Customer management system as well update and share hourly walk in report daily by end of shift.
  • Customer education on Self-serve menu (Loyalty Points, Zuku Bot, USSD, My Zuku account management) and send end of Visit CSAT sms survey for all contacts served.
  • Track down service & system issues affecting daily individual performance as well as smooth service operations.
Qualifications and Requirements
  • 2 years 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
How to Apply
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact with a subject line Customer Service Representative-Shops on or before 31st July 2017

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. 

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