Wananchi Group (K) Ltd
Job Vacancy: Customer Service Representative - High Value
Department: Customer Experience
Job Vacancy: Customer Service Representative - High Value
Department: 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:
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 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 torecruit@ke.wananchi.com 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.
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact torecruit@ke.wananchi.com 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.