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Vacancies in Wananchi Group, Kenya

Wananchi Group (K) Ltd

Job Title: Team Leader, Retention
Department: Customer Experience
Location: Nairobi, Kenya
Employment Status / Type: Full-time
Position Reporting to: Head of Customer Experience

Manages Others: Yes
Number of Positions Managed: 3
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 on or before 29th May 2019
The subject line Team Leader,Retention.

Job Title: ECare Customer Service Representative
Department: Customer Experience
Location: Nairobi
Employment Status / Type: Permanent
Position Reporting to: Team Leader – Ecare & ECares
Manages Others: No
Number of Positions Managed: 1
Job Purpose / Summary: CSR E-Care is responsible for providing professional and focused customer assistance internally and externally, serving as a community manager within customer experience.
Reporting to the Team Leader – E-CARE, the CSR will be responsible for:
Customer Support:
·         Scanning the various social media platform { Twitter, Facebook, Instagram, YouTube support & shifting emails for Zuku brand for customer contacts with query/complaint and responds attends to the customer, should solve the issue within 15 min and log it in the CRM and Broadhub.
·         Assist customers using social media Platforms, online tools, email and phone.
·         Follow up frequently with customers throughout the life of their complaint resolution.
·         Ability to write, think and work quickly without losing focus.
·         Develop a friendly rapport with customers in 140 characters or less.
·         Work in conjunction with staff across departments and locations to resolve all raised queries
·         Effective management of time and documents.
·         Effectively capture voice and customers’ feedback/VOC on day to day basis
·         Other responsibilities, as directed (e.g. admin support, attend team meetings and training, etc.)
·         If issue can’t be resolved on FCR, the CSR ensures it’s escalated to the Team Leader within 10 min of receipt through call or email and follow up done to ensure feedback has been given within 15 minutes.
·         Customer follows up and response time of 15 minutes & 2hours get in touch through call for closure within a minimum of 3 written communication exchanges.
·         If escalated issue has not been attended to in an hours’ time even after a follow up with the Team Leader, the executive contacts the Call Centre Manger via call, sms or email on the case.

·         The manager should follow-up on resolution to ensure the issue has been attended to.
·         Content management on the platform E-Care Platform as shared by marketing team.
·         If issue is solved, the CSR ensures that customer is satisfied and asks customer to give feedback through available mechanisms.
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 & WBS expectations, e.g. internal standards or service level agreements
·         Setting priorities to ensure continual satisfaction
·         Delegate appropriate tasks in an effective manner
·         Demonstrate knowledge of impact of providing professional service to the public
·         Understanding the importance and impact of first contact resolution (FCR)
·         Monitor Performance
·         Communicating feedback on a daily basis 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 ECare volumes, e.g. peak times
·         Work with immediate Team Leader is or 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:
1. Achieve E-Care SLA’s
~Resolve up to 100% of customer issues while interacting with them
~ Response to mails, tweets, posts and chats within a response of 2hrs, 15mins & real time respectively
~100% Schedule Adherence
~Score a minimum of 98% on QA score monthly.
2. Achieve Daily handled contacts target of 150 .
3. Customer welcomed with enthusiasm for the social media ‘universe’ and relative ease while using it.
4. A standard greeting i.e. Good morning/afternoon should be used when acknowledging customers.
5. Get full understanding of customer’s enquiry.
6. Customer queries/issues with resolution to be recorded in the CRM and BH
7.Educate customers on products and self-help solutions, i.e. Zuku Fiber BOT, Zuku Ussd*502# and Loyalty points to be apprised.
8. Ensure customer satisfaction by adequately answering or resolving their queries.
9. Dedicated customer follow-up to ensure issue closure and customer is happy.
10. Any unresolved customer queries should be escalated immediately and customer updated on progress frequently via call or email
11. Track down time affecting individual/Team performance( system & network )
12. CSR to work as one unit on assigned skill sets alternating as per schedules.
·         Minimum of Diploma or Bachelor degree in IT, Electrical/Electronic, Telecoms Engineering
·         2 years of Team Leader experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
·         Excellent written and oral communication skills
·         Ability to juggle multiple tasks and projects
·         Ability to adapt to changing needs and prioritize accordingly.
·         Proficient in Microsoft Word, Excel and Outlook
·         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
·         Proper email etiquette
·         Prior experience in handling difficult customer situation a plus
·         Comfortable using social media sites, online forums, blogs, etc. in a business setting
·         Ability to type 30+ wpm, experience with 10-key a plus
·         Ability to type 30+ wpm, experience with 10-key a plus
·         Experience using Hootsuite or other social media monitoring tools
How to Apply
Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to on or before 29th May 2019.
The subject line Customer Service Representative – Ecare
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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