Wananchi Group (K) Ltd
Job Vacancy: Customer
Experience - Service Engineer
Department: Service Support
Department: Service Support
Location: Gateway Park
Employment Status / Type: Full-time
Position Reporting to: Customer Surveillance HeadEmployment Status / Type: Full-time
Manages Others: No
Job Purpose / Summary:
·
Reporting
to the Technical Support Manager, the job holder is responsible for monitoring,
troubleshooting, reporting and escalating of all Wananchi Group client
connections i.e.; HFC and GPON networks; DTH platform; Voice platform and Metro
Ethernet;
·
The
job holder will be expected to a) identify customer problems of a technical
nature that are relevant for Technical organization’s quality improvement,
b)investigate, c)design ad hoc reports that can assist the technical team.
·
The
job holder will be expected to undertake extensive troubleshooting for any
escalated matters using the existing systems and follow up that they have been
resolved.
·
The
job holder will be expected to act as a liaison between the Cs Team and the
NOC, Engineering and technical team in reporting customer calls and queries so
as to provide sufficient information in trying to understand and resolve
customer related problems.
·
The
job holder will also be expected to step in and act as the deputy for the
Customer Surveillance Head.
Key Roles:
·
Extensive
troubleshooting of all customer escalated matters including but not limited to
HFC, GPON, DTH, TV and managed Wi-Fi.
·
Research
for potential trouble spots using the available troubleshooting tools and
providing workable solutions and/or escalating to the relevant department for
closure.
·
Good
interpretation of customer calls to meaningful reports and understanding of the
Network which can be presented to the technical team for continuous improvement
of customer issues.
·
Act
as a liaison between the technical team and CS team on customer issues
reporting.
·
Good
knowledge of the troubleshooting systems so as to analyze, provide feedback and
recommendations for improvements.
·
Design
and develop reports and analysis that will assist the technical team to pin
point trouble spots which require immediate actions.
·
Follow
up on any tasks which are allocated by the Customer Surveillance Team Leader.
·
Any
other duty that may be assigned.
Experience and Background Required:
·
Good
Technical background and skills.
·
Good
understanding of all the troubleshooting systems within the organization.
·
Good
understanding of the HFC, GPON and Satellite networks.
·
Call
Centre experience as an Agent/Quality or Supervisor is an added advantage.
·
Understanding
and experience on CRM, trouble ticketing systems, dispatch procedures and
processes within the Customer Experience department.
·
Experience
in a triple play company would be an added advantage.
·
Experience
in Onsite support and maintenance is an added advantage.
·
Knowledge
and experience in reading, analyzing, and interpreting periodical reports and
technical procedures.
·
Experience
in writing reports. Proficient in MS Office - specifically Excel, Word,
PowerPoint.
·
Ability
to effectively present information and respond to questions from groups of
managers, clients and customers.
·
Experience
in solving practical problems and dealing with a variety of concrete variables
in situations where only limited standardization exists.
Job
Vacancy: Customer Service Representative - High
Value
Department: Customer Experience
Department: Customer Experience
Location: Gateway Park
Employment
Status / Type
·
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.