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Recruitment in Wananchi Group, Nairobi, Kenya

Wananchi Group (K) Ltd

Job Title: Cable Sales Team Leader
Position Reporting to:Sales Manager
Job Purpose / Summary:Responsible for the development and performance of all sales activities in assigned market. Establishes plans and strategies to expand the customer base in the marketing area and contributes to the development of training and educational programs for Sales Teams
Key Roles:

·         Prepare plans and viable strategies for achievement of cable sales targets
·         Act as first line for management of team issues and discipline cases
·         Monitor the performance of the team assigned and recommend changes if any
·         Escalate any market related matters to the Sales Manager
·         Compile daily, weekly and monthly reports on team performance ,sales pipelines
·         Managing team leads monitoring conversion of all sales opportunities
·         Meet node penetration targets
·         Meet monthly sales target
·         Retaining existing clients to develop repeat business relationships and maximize revenue potential from these clients
·         Ensuring the capture ,input, and update of all clients and prospect data information on Wincable
·         Performance management of the Sales team activities by setting annual objectives and targets, monitor and review individual performance and manage appraisals through the performance review processes
·         To lead, develop and motivate the Sales team and liaise with sales training coordinator to ensure that the team assigned is continuously trained and motivated
·         Collect ,analyses and communicate market and competitor intelligence for business improvement
·         Development of sales agents for improved sales performance
Key Performance Indicators:
·         Achievement of the monthly sales targets as provided
·         Achievement of the monthly node penetration target set for assigned territory
·         Generation of leads and collection of the information to qualify the leads
·         Ability to drive performances whilst delivering results
·         Selling a recommendation mix products/packages
·         An excellent team builder and motivator who will thrive on working closely with the team to achieve set targets
·         Strong planning ,organizing and networking skills
Qualifications & Work Experience
·         Bachelor’s Degree in Sales & Marketing
·         Prior experience in Sales team leadership role for at least 2 yrs.
·         Certificate of good conduct
·         Clean driving license
·         Analytical and excellent communication skills both written and oral
·         Good report generating skills
·         Ability to work within deadlines

Job Title: Customer Service Representative – Shops
Department: Customer Experience
Location: Nakuru
Employment Status:Permanent
Position Reporting to: Team Leader – Shops
Manages Others: No
Job Purpose / Summary: Shop CSR is responsible in providing professional and focused customer service both internally and externally.
Reporting to the Shops Supervisor, the shop CSR will be responsible for:
Customer Support:
·         Customer visits shop with query/complaint,CSR attends to the customer, should solve the issue within 5 min and log it in the CRM and Wincable
·         If issue is solved, the CSR ensures that customer is satisfied and asks customer to give feedback through available mechanisms.
·         If issue can’t be resolved at the Retails Shop, it is escalated by the CSR to the Supervisor and TL within 10 min of receipt through call or email
·         The CSR gives a customer a response time and promises to get in touch through call.
·         The CSR checks in the emails after every 15 min to follow-up on escalated issues.
·         If escalated issue has not been attended to in an hours time, the executive contacts the Retails Shop Manager via call, sms or email on the case.
·         The manager should follow-up on resolution to ensure the issue has been attended to.
Promoting Zuku Brand:
·         Shop to be branded with the Zuku logo and colours
·         Posters in the centres to be timely and as directed by Zuku marketing department.
·         Brochures must be clearly and neatly displayed.
·         The shop should be clean and well-arranged at all times.
Service Quality:
·         Customer welcomed with a warm smile and assisted within 3 min of entering the Retail Shop.
·         A standard greeting i.e. Good morning/afternoon should be used when welcoming customers.
·         Get full understanding of customer’s enquiry.
·         Customer queries/issues to be recorded in the CRM
·         Educate customers on products and self-help solutions, like Zukuussd*502# to be updated
·         Always ensuring customer satisfaction by adequately answering or resolving their queries.
·         Dedicated customer follow-up to ensure issue closure and customer is happy.
·         Sessions with customers should not be interrupted.
·         In case of unavoidable interruption, customer should be apologized to.
·         Any unresolved customer queries should be escalated immediately and customer updated on progress frequently- VOIP phones in the office to be used to call customers
·         Cashiers/CS to work as one unit, alternating as per schedules.
Floor Management:
·         The queues should be well managed to create orderliness and avoid crowding
·         Customers should be clearly directed/guided on what to do or where to queue/sit.
·         Customers should not be left unattended to in the shop at any time even for a minute..
Stock Management:
·         All equipment should be ordered through an internal order prepared by Retail Shop Duty incharge and emailed to Retail Shop Supervisor for verification & signature.
·         A reconciliation of the previous stock should be done and sent to the Supervisor. The requisition form is then signed by HOD CE. Retail Shop Supervisor fowards this to Head of Procurement for approval. This is fowarded to Warehouse for execution. On execution a copy of delivery note acknowledged by Retail Shop Supervisor and a copy is left with the Warehouse team.
Asset Management:
·         All assets for the Retails Shops to be purchased through Zuku procurement department. The official requisition process to be followed. Requests for requisition of Retails Shop assets to be raised by the Retails Shop Supervisor and approved by the HOD Customer Experience.
·         Payment of all the assets shall be done through procurement as per the set guidelines
Issuance to Retails Shop
·         Any procured asset after capitalization is issued to the Retails Shop and confirmation of receipt signed by the Manager incharge.
·         Quarter inventory of assets is to be done for all Retail Shops.

·         Incase of any missing items, the issue is reported to the Management immediately.
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 Wananchi DTH & Fiber expectations, e.g. internal standards or service level agreements
·         Setting priorities to ensure continual satisfaction
·         Delegate appropriate tasks in an effective manner
·         Demonstrating knowledge of impact of providing professional service to public
·         Understanding the importance and impact of first visit resolution (FVR) Monitor Performance
·         Communicating feedback on a daily level as a positive improvement issue not personal issue
·         Providing feedback to immediate manager on individual team members, working with manager on performance improvement of individuals and the team as a whole
·         Ensuring complaints/concerns are resolved or escalated in a timely manner
·         Using Wananchi tools to manage data and to allow for analysis Oversee operations
·         Managing shop volumes, e.g. peak times
·         Work with immediate Supervisor on team rosters
·         Being resourceful in finding information considering industry trends and historical data
·         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
Key Performance Indicators:
Achieve Shops SLA’s
·         Resolve up to 95% of customer issues while interacting with them
·         Cheque and cash banking reconciliation with adherence to finance requirements. Accuracy in receipting to reduce VOID
·         100% Schedule Adherence
·         Score a minimum of 90% on QA score for the Month
·         Minimum of bachelor degree in IT
·         2 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
·         Excellent organization and time management skill
·         Strong analytic skills and comfort in PC based reporting systems and processes
·         Ability to maintain productivity under pressure and to multitask effectively
·         Must have superior coaching, leadership and interpersonal skills
·         Punctual, regular, and consistent attendance
·         Tact, diplomacy and sensitivity

Job Title: Revenue Assurance Assistant 
Department: Finance
Location: Nairobi
Employment Status:Permanent
Position Reporting to:Head of Revenue Assurance
Job Purpose / Summary: The candidate will be responsible for all aspects of revenue assurance including reporting, advanced data analysis, leakage management, leakage prevention and business process change.
They will monitor financial and operational metrics, work with other departments to implement best practices and define error resolution processes. This role requires a unique blend of business and technical skills to effectively drive the required activities.
Key Roles:
·         Manage the process of performing revenue trends and data mining from Billing and NMS to detect abnormal activity and possible revenue loss.
·         Continuously ensure that published packages/tariffs are indeed implemented packages in the billing system.
·         Monitor bill payment/collection and fraud if any by multiple checks and balances in the system.
·         Participate in Revenue Assurance tests by executing test cases in Billing systems and other provisioning systems such as power key, Back & verimatrix.
·         Manage the process of Subscriber profiling, NPD and churn management.
·         Review completeness and accuracy of information in the billing systems and ERP.
·         Provide management with information on cause and effect on changes in revenue trends.
·         Provide monthly revenue Assurance reports with details of the each revenue streams and factors that affected the stream in the month.
·         Participate in automation of all required business processes and revenue assurance models by IT
·         Constantly implement and improve controls and checks in areas of RA
·         Perform regular reconciliation and (gap) analysis of revenue streams.
·         Investigate, understand and document issues root causes and Propose/suggest solutions to avoid occurrence of issues
Desired Qualifications:
·         Relevant Finance / Accounting degree / CPA (K) / ACCA from a reputable institution
·         Minimum 5 years’ experience in a similar role,2yrs of which must be in revenue assurance or billing
·         Strong IT skills is a must.
·         Direct experience in a revenue assurance or billing operations role in telecom is required
·         Experience in data analysis, data reconciliation and data presentation were required
·         Good Knowledge of general accounting principle and practices
·         Excellent communication & presentation skills.
·         Highly motivated individual, creative, with proven ability to work under pressure.
·         Ability to convey information in a clear and concise manner & to perform functions with accuracy.
·         Attention to Detail: Ability to focus on the lowest level of detail and assess the impact at the macro level
·         Resilient and have the ability to represent and maintain a principled position in a sensitive situation
·         Ability to work under tight timelines and deliver accurate results
·         Uphold 100 % accuracy, integrity, professionalism and confidentiality at all times.
·         Conceptual thinker, ability to wade through data and arrive at conclusions
·         Good organizational skills, proactive and self-drive for results
·         Strong technical/operational skills
·         Strong analytical skills
How to Apply
Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to on or before 10th August 2018.
The subject line Revenue Assurance Assistant.
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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