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Vacancies in Wananchi Group, Nairobi, Kenya

Wananchi Group (K) Ltd

Job Title: Billing Executive
Department: Customer Experience
Location: Nairobi
Job Purpose / Summary: Responsible for day to day evaluating customer account transactions for all CE functions, Provide timely billing support to customers and CE team; oversee activities that support the Billing system and liaise across departments for effective billing & ensure consistent quality of service and minimal financial errors.
Key Roles:

·         Manage and integrate data from audits in order to identify critical trends or risk; and make relevant, timely recommendations for performance improvement or elimination of identified risks.
·         Ensure 100% response to internal & external billing queries escalation
·         Ensure customers get the correct bills on time
·         Ensure that all accounts under account management are assisted on time, with no NPD on the accounts
·         Timely customers billing and track DD payment
·         Provide customer support and assistance in issue troubleshooting and resolution
·         Ensure ‘+1’ quality service provided to customer at all touch point.
·         Offer high value customer support at designated touch points (Inbound, Outbound, Emails, Escalations) while ensuring customer satisfaction with service and quality of support provided
Experience & Background Needed
·         A good understanding of customer support resources relating to billing queries and how their successful deployment can deliver step change in the customer experience and operation efficiency
·         2 years’ experience in a large 24/7 and diverse customer support operation, preferably in ICT sector
·         Experience with customer service, preferably within a multi-site or multi-skilled, complex telephony environment
·         Recent and demonstrable experience in customer management, reporting and excel
·         Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc.)
·         Strong analytical skills with the ability to collect, organize, evaluate, and disseminate significant amounts of information with attention to detail and accuracy
·         Adopt at queries, report writing and presenting findings

Job Title: Service Engineer
Department: Customer Experience
Sections: Technical Support
Reports To: Team Leader – Technical Support
Supervises: N/A
Job Summary: To provide written/email/Skype and voice/phone call technical support and troubleshooting guidance pertaining to Wide Area Network (WAN), Local Area Network (LAN), Internet, data, voice, mail and managed LAN services queries from customers satisfactorily within the defined scope and laid down standards processes & procedures within the Helpdesk or Onsite.
Providing customer service
·         Efficient and professional call handling and management.
·         Attend to all client queries either through call, email, Skype chat, and any other customer queries on resolution of internet, data, voice, email and connectivity (LAN and WAN (point-to-point)) related issues.
·         Effective and efficient utilization of organizational resources as may be allocated
·         Ensure that highest level of customer service is provided for both internal and external clients through for example ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes
·         Maintain a commitment to keeping customers informed and build and maintain relationships of trust with customers
·         Application of validated processes to support and manage customer requests, complaints and inquiries.
Resolving technical issues
·         Effective and efficient utilization of organizational resources as may be allocated
·         Daily review and update of the issue management system for assigned cases and provision of client reports.
·         Application of validated processes to support and manage customer requests, complaints and inquiries.
·         Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues
·         Utilize company provided tools to capture / record and drive appropriate resolution. E.g. ERP, Solar winds, Cacti, Broadhub.
·         Log and follow-up on faults with internal / external suppliers.
·         If required, pro-actively seek guidance from other technical teams / management to identify and propose ticket resolutions
·         Provide customers with technical advice and appropriate recommendations of issues established.
·         Where appropriate, escalate faults as per standard, retaining ownership of the ticket to ensure a timely resolution.
·         Ensure that the correct process and procedures are followed for ticket management and escalations
Reporting
·         Provide accurate and timely feedback and reports to line manager as may be required
Qualifications, Skills and Experience:
·         Degree/Higher Diploma / Diploma in Information Technology or Information Systems or Computer Sciences or Business Information Technology or Business Information Systems, Telecommunication engineering or related discipline.
·         Practical knowledge in networking and networked environment.
·         Practical knowledge and skill in wireless technology and IP.
·         One must have an intermediary IT background must be currently in the IT industry.
·         CCNA /CCNP practical knowledge of its application and certification is an advantage.
·         Mail Systems – Mdaemon, Exchange etc. is an advantage.

Job Title: Technical Support Manager
Department: Customer Experience
Location: Nairobi
Employment Status: Full-time
Position Reporting to:Director, Customer Experience
Managing Others: Yes
Positions Managed:
·         Service Support B2C – 11
·         Service Support B2B – 11
Job Purpose / Summary: Responsible for the service support of network management related to all customer problems and claims.
Based on a continuous improvement approach the Technical Support Manager by self and team will oversee the overall performance of the B2C & B2B customer problem capture and resolution processes within Wananchi Group, assuring that the different stakeholders:
·         Know and recognize their process defects
·         Solve them duly in time & quality
·         Implement action plans to prevent them.
Key responsibilities:
·         Service recovery for individual customer and customer base
·         Data Analysis, Reporting and Feedback
·         Spearheading policy creations to ensure Customer Excellence and retention
·         Process Improvements
·         Collaborating and Business Support
·         Training and Team Leadership.
Key Roles:
1. Manage customer complaints/problems by taking ownership and assuring resolution in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
2. Daily monitoring and reporting on the intake of B2C & B2B customer problem by type, root cause, SLA compliance, average closing time and average pending time.
3. Ensure the smooth every day running of the Service Support team, ensuring that SLAs are met and that quality targets are reached and maintained.
4. Provide root-cause analysis for operational problems to ensure the cause of network faults is properly identified and the correct steps are taken to eliminate re-occurrence of the same problem.
5. Ensure key network performance parameters are monitored by and propose improvements in monitoring to accurately measure the overall performance of the network.
6. Liaise with third-party vendors in the resolution of network equipment faults.
7. Handle first, second or third level escalations from the other team members.
8. Act as the technical lead for Customer experience projects in liaison with Technical team.
9. Outage/degradation detection and notification to relevant teams within the stipulated timelines.
10. Follow-up outages noted thereby creating a ticketing and following up to resolution.
11. Research of trouble spots in the network and systems, raising tickets and follow up.
12. Escalate any unresolved faults and issues as per escalation procedure documents and the SLAs provided.
13. Consistent and proactive monitoring of customer equipment majorly on the HFC, GPON VSAT, WiMAX and Metro networks.
14. Analyse the entry of customer complaints/problems being a member, where applicable of the different inter-functional work groups and improvement teams.
15. Track and monitor the customer problem exceeding the agreed SLA’s and escalate to the required level of management until complete resolution.
16. Assure quality of the solution offered to the B2C & B2B customers, by executing a quality control check.
17. 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.
18. Agree on challenging performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.
19. Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.
20. Contribute to product development and improvement through continuous feedback analysis collected from clients.
Experience and Background Required:
·         Technical background is required with B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related field.
·         Understanding of HFC, GPON, VSAT, WIMAX, METRO and MPLS networks is an added advantage.
·         Good technical troubleshooting skills on DNS, Internet, Telephony, TV, VPN, LAN, WAN, Broadband networks and Enterprise solutions.
·         Experience in leading a technical support team, including Call Centre experience
·         Experience in managing and driving service improvements while managing multiple stakeholders within a Telco company and contact centre.
·         Experience in developing and executing strategic plans
·         Strong co-ordination skills with support functions such as training and planning.
·         Good Knowledge of advanced IPv4 & IPv6 networks.
·         Ability to work with multiple operating systems i.e. MACOSX, Windows and Linux.
·         Proficient in common troubleshooting tools such as CACTI & SOLARWINDS.
·         Understanding of DOCSIS2, DOCSIS 3, GPON & Routers from different vendors.
·         Understanding and experience on CRM, trouble ticketing systems, dispatch procedures.
·         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.
Other Desirable Qualities:
·         Planning and organization skills with focus to delivering desired results
·         Ability to project a positive image for him/ herself and the company.
·         Good team player with a commitment to value based leadership.
·         Credibility and flexibility to deal with people at a variety of levels.
·         Highly adaptable and versatile; and ability to create good and strong work ties cross departmentally
·         Ability to handle ambiguity and work unsupervised in any environment.

·         Ability to motivate staff through leadership and handle high stress environment positively.
·         Committed to quality, customer service, equal opportunities and diversity, best practice and best value

Job Title: IT Helpdesk Assistant
Department: I.T. Department
Location: Gateway Park
Employment Status / Type: Full Time
Position Reporting to: I.T. Manager
Manages Others: No
Job Purpose / Summary: Assist in the management of all day to day IT issues that include; LAN related activities, Office automation issues and Business application support for the Wananchi Group Staff.
Key Roles:
·         Responsible for IT hardware & software Inventory Management
·         Primary contact for all internal IT support queries
·         Preparation for daily , weekly and monthly IT helpdesk reports
·         Responsible for receiving service requests via telephone, email, and ticketing system.
·         Responsible for diagnosing and resolving internal customer incidents, escalating cases where necessary.
·         Carry Hardware preventative maintenance and repairs
·         Competent in offering internal customers in-office help, on site and through remote-access software.
·         Ensuring user satisfaction with IT services through effective communication
·         Train users on basic computer procedures and Ms office products
Requirements
·         The ideal candidate will have excellent IT skills, including Microsoft Word, Excel, Outlook and Internet.
·         The ability to communicate effectively and handle telephone calls proficiently is essential, as is experience of working in an administrative role.
·         Able to deal confidently with a wide range of people in difficult circumstances.
·         Ability to diagnose & solve problems in an efficient manner.
·         Ability to demonstrate experience of effective communication with customers via a range of different channels.
·         Attention to detail.
·         Possess a confident & professional manner with strong interpersonal skills.
·         Confidence to engage with staff on all levels, self-motivated & capable of working on own initiative as well as part of a small team.
·         Good understanding of Microsoft Platforms.
·         Good working knowledge of browser technologies.
Qualifications:
·         Degree in IT related field
·         1 year experience
·         Can work under high pressure environment
·         Be honest,flexible,committed and fast learner
·         Integrity and personal organization planning skills
·         Valid certificate of good conduct
Key Performance Indicators
·         Response time to helpdesk tickets
·         Ticket closure
·         Submission of daily/weekly/monthly reports

Job Title: Power Engineer – Team Leader
Department: Technical
Location: Gateway Park
Employment Status / Type: Permanent
Position Reporting to:Head of Engineering
Manages Others: Yes
Titles & Number of Positions Managed: 2
Job Purpose / Summary: Reporting to the Wananchi Group Head of Engineering, the Power Engineer – Team leader will be responsible for the operation and maintenance of electrical, mechanical, and HVAC equipment within data centres, hubs and the nodes. Manage the facilities power engineers within WGK group.
Key Roles:
·         Generate the power budget of all the facilities e.g. Data Centre, Offices, and Hubs and advice the management on the best practice on power related issues.
·         Leading the Wananchi Group Facilities Power Engineers to manage the operation and maintenance of all electrical, mechanical and HVAC equipment within data centres & Hubs. These include mains power systems, generators, UPS’s, air-conditioning, cabling and racks management etc. Thus ensuring:
·         The maintenance in good-working condition of all electrical, mechanical and HVAC facilities equipment in the Wananchi Group Core Network on an ongoing basis
·         The regularly schedule servicing of all electrical, mechanical and HVAC facilities and equipment in the Wananchi Group Network.
·         The prompt repair of any failed or degraded electrical equipment at all times including being on-call 24/7/365.
·         Keeping track of fuel delivery, consumption and maintaining minimum levels to avoid any shutdown due to lack of fuel.
·         Have a proper management of facilities contractors and vendors.
·         Maintain up to date as built diagrams and documentation of all the electrical mechanical and HVAC facilities and equipment in the Wananchi Group Network.
·         Will be the lead manager in all power projects undertaken by Wananchi group.
Key Performance Indicators:
·         Compliance on Time to Repair SLA’s as defined by the company policies
·         Maintain 99.99% power uptime on all facilities.
·         Timely maintenance schedule of generators, UPSs, and ACs.
·         Meet the defined SLA on Mean Time to Repair on all tickets raised by NOC.
·         Meet SLA on all new installations within the Data Centre, Hubs, and Offices.
Qualifications, Skills & Experience:
·         Bachelors / Masters Degrees in Electrical Engineering with at least 10 years of relevant experience
·         Valid Driver’s license
·         Good mechanical and electrical aptitude.
·         Ability to work with various hand and power tools.
·         Be in good physical condition and possess sufficient strength and agility required to perform heavy manual tasks under varying weather conditions
·         Reasonable knowledge of the necessary safety precautions to be taken in working on power systems.
·         Strong understanding of electronic theory related to telecommunications industry
·         Five years’ experience in power critical facilities.

Job Title: Treasury Accountant
Department: Group Finance
Location: Nairobi
Employment Status / Type: Full time
Position Reporting to:Treasury and Payables Manager
Manages Others: Yes
Positions Managed: Treasury officer
Job Purpose / Summary: The Wananchi Group (WGK) is Africa’s pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and direct-to-home (DTH) satellite PayTV. The position will be responsible for the company’s cash management, ensuring adequate liquidity, review of weekly and monthly bank reconciliation reports, and preparation of cash forecast. The position reports to the Treasury and Payables manager, but will work closely with other managers within the Group.
Key Roles:
Cash Management
·         Overseeing cash transactions, ensuring adequate liquidity so that there’s never shortage of cash.
·         Ensure the movement of cash within the operating countries is in a tax efficient manner.
·         Forex dealings with the banks and negotiation of the best rates to ensure that loss in exchange rates are as low as possible.
·         Check and verify cash transactions; and also investigate and propose possible resolution for any discrepancies.
·         Assist in the management of long and short term cash flow and working capital management.
·         Preparation of monthly Cash forecast.
Oversee banking
·         Ensure the company’s banking operations; seeing to it that all funds are appropriately banked ensuring efficiency.
·         Investing of idle cash at the bank through fixed deposit to earn interest.
·         Implementing online banking system, maintaining bank statements, analyzing bank fees, implementing banking related changes as needed.
Controls and Financial Reporting
·         Monthly end-month reporting, revaluation of foreign accounts and cash and cash equivalent report.
·         Review of weekly and monthly bank reconciliations and ensuring that the same is maintained in a filing system.
·         Ensure accurate accounting of Treasury transactions that are properly documented, verified & authorized.
·         Respond to audit query both internal and external auditors.
·         Assist in preparation of Company’s financials.
Key Performance Indicators:
·         Preparation of monthly cash forecast by WD5
·         Monthly Bank reconciliation review by WD3
·         Monthly closure by WD2
·         Journal postings by WD1
·         Clean and reconciled balance sheet
Education, Experience and Skills
·         Minimum Bachelors degree in accounting or finance. CPA(K) qualification preferred
·         Above average level of computer literacy and skills;
·         At least five years post-graduation working experience in a cash management position.
·         Experience in preparing Power Point presentations is essential;
·         Strong verbal, written and interpersonal skills.
·         Excellent analytical skills and aptitude for problem solving, including data analysis and validation.
·         Excellent time management/organizational skills.
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 30th November 2018.
The subject line should be the job title e.g “Treasury Accountant”.
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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