Wananchi Group (K) Ltd
Job Title: Service Engineer
Department: Customer Experience
Job Title: Service Engineer
Department: Customer Experience
Location: Gateway Park
Employment Status / Type: Full Time
Position Reporting to: Customer Surveillance Manager
Manages Others: No
Job Purpose / Summary: Reporting to the
Team Leader, the job holder is responsible for answering customer enquiries,
monitoring, troubleshooting and escalating, for Zuku Fiber client connections
on HFC and GPON networks; Voice platform and Metro Ethernet.
The job holder will be expected to
·
provide
one-stop customer support for all Fiber services by responding to customer
contacts within defined SLAs
·
resolve
customer query on first contact and keep the promise of query/problem
resolution for escalated cases
·
take
full ownership of customer cases that land and handover unresolved cases at end
of day
·
ensure
customer satisfaction with service and quality of support provided.
·
The
job holder will be expected to undertake extensive troubleshooting for any
service matters using the existing systems and follow up with transversal teams
to resolve.
·
Good
interpretation of customer queries and relay of accurate information to
reassure customers and manage their expectations – are key to this role.
·
The
job holder will be expected to identify and highlight to the Team Leader, 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.
·
The
job demands high performance of the holder, for which KPIs are defined and
measured for monthly performance scores.
·
Any
other duty that may be assigned.
Experience and Background Required:
·
Degree/Diploma
in any of these fields: Electrical/Electronic, Telecommunications, Computer
Technology, Computer Science, Information Technology.
·
2yrs
Experience in Engineering
·
Skills
in Enterprise Solutions, VPN.
·
Knowledge
in transmission.
·
Understanding
of - IP networks; the contention ratios in the network; Metro Ethernet networks
·
Troubleshooting
skills e.g. on CMTS basic configuration, IP assignment (DHCP services).
·
Understanding
of the basic network design & structure: Master node, distribution
node, GPON.
·
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
to recruit@ke.wananchi.com with a subject line Customer Service
Representative- Service Engineer on or before 25th December 2017
Job
Title: Retention Customer Service Representative
Department: Customer Service Dept
Position Reporting to: Customer Service Director
Job Purpose / Summary: The main purpose of the position is to save and retain our current subscribers using suggestive sales techniques in order to achieve customer reconnection.
Position Reporting to: Customer Service Director
Job Purpose / Summary: The main purpose of the position is to save and retain our current subscribers using suggestive sales techniques in order to achieve customer reconnection.
Representatives
will be asked to use consultative sales skills to educate the customer on
competitive pricing information and assist the customer in comparing and
contrasting our products and services versus the competition.
A
customer-centric mindset is necessary in order to ensure long-term customer
satisfaction
Key
Roles:
·
Handle outbound disconnect/downgrade
calls from existing customers
·
Responsible for skillfully retaining
customers through positive relationship building
·
Diffuse the irate customer situation
by utilizing strong listening skills and probing techniques
·
Identify reason(s) for disconnect and
overcome objections in an effort to retain the customer
·
Save and re-sell the value of our
products and services by properly aligning their features, benefits and price
with the needs of our customers
·
Effectively transition from the save
to upgrading the customer to additional products and services
·
Provide exceptional customer care
across all call types including escalations, technical support and billing
·
Track the primary reasons for
requests to disconnect service in specific geographic areas by competition and
forward the information to the appropriate departments for further
investigation
·
Take ownership of customers' concerns
and act as a primary contact, providing name and telephone extension to help
build confidence
·
Report customer problems to
escalation departments to ensure customer satisfaction
·
Maintain knowledge of all marketing
campaigns, competitive campaigns/pricing, save offers, and make appropriate use
of campaigns/save offers in retaining customers
·
Provide explanation and interpretation
of billing system information
·
Adhere to productivity metrics to
ensure all calls are handled in a timely and efficient manner
Qualifications
·
Experience over 1 year in a
Retention/Churn team in a Telco company
·
Customer-centric mentality &
passion for the customer
·
Must have ability to complete all
work
Preferred
Skills / Qualifications:
·
Effective listening skills with high
level of empathy
·
Effective verbal communication
skills, including grammar and tone
·
Ability to probe and correctly
identify customer needs/concerns.
·
Strong Problem solving ability
·
Exceptional sales skills in order to
save and upgrade customers
·
Proven ability in objection handling
techniques
·
Ability to deal with rejection
·
Manage confrontation and remain
confident
·
Ability to provide complete customer
service, overcome customer objections and retain customer's.
How
to Apply
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- Retention on or before 25th December 2017
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- Retention on or before 25th December 2017
Job
Title: Customer Service Representative - High
Value Section
Department: Customer Experience
Location: Gateway Park
Employment
Status / Type: Contract
Position Reporting to: Technical Support Manager
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 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 to recruit@ke.wananchi.com with a subject line Customer Service Representative- High Value on or before 25th December 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.
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 25th December 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.