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Recruitment by Wananchi Group Kenya

Wananchi Group (K) Ltd

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. 

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

Job Title: Customer Service Representative - High Value Section
 
Department: Customer Experience
 
Location: Gateway Park
 
Employment Status / Type: Contract

Position Reporting to: Technical Support Manager
 
Manages 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 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.

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