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Customer Service Representative Job in Kenya

Wananchi Group (K) Ltd

Job Vacancy: Customer Service Representative - High Value

Customer Experience
Location: Gateway Park
Employment Status / Type

·                     1 year Contract (Seasonal Contract)
·                     3 months’ probation
·                     Monthly KPI performance review & incentive (30% variable pay)
Position Reporting to: Supervisor – High Value Section
Manage Others: No

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 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-High Value on or before 24th November 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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