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Jobs and Vacancies Wananchi Group, Kenya

Wananchi Group Kenya Limited

Job Title: On Air Promo Manager
Department: Programming
Location: Kenya
Employment Status: Full Time
Position Reporting to:Managing Director
Manages Others: Yes
No of Positions Managed: 03

Job Purpose / Summary: The On Air Promo Manager responsibilities include providing support in the day-to-day production of on-air promos, monitoring the shipping of promos, and acting as liaison between the promo departments.
This position supports staff of channel promo specialist’s, as well as Creative Management for On-Air Promotion. Ensuring that the On Air sections activities are geared towards pushing the company’s objectives which are; Acquisition, Retention and Renewal
Key strengths:
·         Able to work in a fast paced environment while managing multiple tasks and maintaining a professional attitude.
·         Effective time management ability, as well as strong verbal and written communication skills.
·         Must be flexible, personable, have a positive attitude, a self-starter, ability to think on your feet and anticipate issues before they happen, detail oriented with the ability to interface with all levels of Zuku Programming personnel.
·         Strong interest in marketing, and entertainment. Love of television, a plus!
Key Roles:
Reporting to the Managing Director-DTH, the DTH On Air Promo Manager will be responsible for
·         Managing the on Air section
·         Ensuring that the On Air sections activities are geared towards pushing the company’s objectives which are; Acquisition, Retention and Renewal
·         Seeking the best to ways to ensure effective Content promotion in every available platform. This includes spearheading the production of the material used for promotion.
·         Keeping all Zuku owned channels within the set Brand guidelines
·         Content Marketing strategizing and implementation of these strategies. In addition to liaising with other departments to push the Zuku Brand
·         Facilitating day to day running of the On Air Team and ensuring the Team’s deliverables are at per
·         Building an effective and efficient On Air Team
·         Sustaining Zuku Channels Brand perception through dynamic visual presentation in order to build a brand that people can identify with
·         Promoting Zuku Novella and maintaining the channel’s look and feel
·         Editing publications and copies that are disseminated to different promotion platforms ie the magazine, social media posters and synopsis.
·         Copy writing for social media campaigns.
·         Briefing the agencies on production and promotion of content in all relevant platforms
·         Ability to interface with the creative community as well as all levels of the Zuku tv programming personnel
·         Provide all levels of support to 03 on-air promo specialists
·         Liaison with programming and show production to request footage when needed.
·         Monitor delivery of show footage.
·         Digitize and organize show footage into the Avid.
·         Write and produce shorter length promos when needed.
·         Execute cut-downs of promos.
·         Supervise ProTools VO sessions when needed.
·         Liaison with vendors, and supervise all aspects of post-production of vendor-produced promos.
·         Monitor on-air promo schedule and ship list.
·         Coordinate outgoing feeds to the east coast.
·         Negotiate with vendors for purchase of stock footage.
·         Conduct research on request and maintain a general awareness of industry trends, formats, talent and competitive environment
Key Performance Indicators:
·         Manage On Air Section: 100%
·         Content Marketing strategizing and implementation of these strategies: 100%
·         Briefing the agencies on production and promotion of content in all relevant platforms:100%
Qualifications
·         A university Degree
·         Three or more years of experience in a television broadcast environment, preferably in a similar or related position.
How to Apply
Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 13th July 2018.
The subject line On Air Promotion Manager.

Job Title: Customer Service Representative – High Value Section
Department: Customer Experience
Location: Gateway Park
Employment Status: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 98% first call resolution (FCR)
·         100% correct CRM capture
·         100% Schedule Adherence
·         85% timely payers in account management
·         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 and day time telephone contact to recruit@ke.wananchi.com on or before 13th July 2018.
The subject line Customer Service Representative – High Value.

Wananchi Group (K) Ltd
Job Title: Team Leader, Retention
Department: Customer Experience
Location: Nairobi, Kenya
Employment Status: Full-time
Position Reporting to:Head of Customer Experience
Manages Others: Yes
Titles & Number of Positions Managed: 13 Retention Executives
Job Purpose / Summary: Responsible for leading a team in the design, implementation and execution of strategies that drive customer retention, loyalty, share and revenue growth. Make recommendations to improve on subscriber billing, payment channels and posting, retention processes and exposure to risk
Key Roles:
·         Defining and measuring Customer Satisfaction and Promoter KPI’s, identifying risks and opportunities and implementing improvement plans.
·         Manage service support for medium value base and resources & KPI’s dedicated to the segment
·         Designing programs that strengthen customer relationship, proactively minimize non payer customers, increase customer retention and minimize churn through customer win-backs.
·         Leading the customer base analytics, identifying opportunities, designing and implementing up-selling/cross-selling campaigns that increase customer share and sustainable revenue growth.
·         Provide daily, weekly, monthly, quarterly and annual reports on customer retention activities to keep HOD and management updated, and to support informed decisions on revenue/retention goals.
Key Performance Indicators:
·         Achieve budgeted financial goals in the key customer retention KPI’s (timely payment, non-payer disconnects, churn, arpu).
·         Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Satisfaction Surveys and Promoter type KPI’s, analyzing results and implementing improvement plans. Develop a detailed strategic roadmap that leads toward the implementation of a continuous enhancement of customer satisfaction.
·         Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and arpu enhancement opportunities.
·         Design specific campaigns, in collaboration with Marketing, which will be used for retention and upgrade. Implement the campaigns and measure results taking corrective actions to ensure targets are met.
·         Establish campaign objective’s, workforce size and budgets, measure results and provide the ad hoc reporting for the platforms management.
·         Lead the loyalty and retention functions to build diagnostic, descriptive and predictive models, creating proactive and reactive loyalty and retention strategies and programs.
·         Deliver appropriate in-depth analytics to understand the levers that drive customer churn.
·         Through the customer base analytics monitor product life cycle propose refinement in pricing & product and determine possible Support models based on customer segmentation and customer value.
·         Define, plan and execute Customer Satisfaction Surveys and Promoter type KPI’s, lead the analysis of results and provide stakeholders with meaningful information that enable them to define improvement plans.
·         Build diagnostic, descriptive and predictive models that provide the appropriate data to create proactive and reactive loyalty and retention strategies and programs. Deliver appropriate in-depth analytics to understand the levers that drive customer churn.
·         Drive the CRM-based analysis of customer related information -demographic, business and behavioral for the identification of loyalty and retention strategies, cross & up selling opportunities and data feedback for product definition and improvement in other functional areas.
·         Lead the customer base analytics to provide relevant information by customer segmentation and customer value that enables monitoring of product life cycle to.
·         Ensure that 100% of the collections are done on each account.
·         Monitors monthly payment plans of companies with unique billing plans.
Desired Qualifications
·         A university Degree in a Business related field
·         Sale/Customer Service background
·         MS Office, ERP
·         Customer centric, self-drive, sales oriented
·         2 years’ leadership in service industry
·         Understanding customer Retention milestones
How to Apply
Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 13th July 2018.
The subject line Team Leader – Retention.
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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