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Customer Service Representatives Jobs in Nairobi, Kenya - Wananchi Group

Wananchi Group (K) Ltd

Job Title: Shop Customer Service Representative
Department: Customer Experience
Location: Buru-Buru
Employment Status / Type:Permanent
Position Reporting to: Team Leader Shops
Manages Others: No

Titles & Number of Positions Managed: N/A
Job Purpose / Summary: Shop CSR is responsible in providing professional and focused customer service both internally and externally.
Reporting to the Shops Team Leader, 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 Team Leader 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 hour 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 Zuku ussd*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 Team leader for verification & signature.
·         A reconciliation of the previous stock should be done and sent to the Team leader.
·         The requisition form is then signed by HOD CE. Retail Shop Team leader forwards 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 Team Leader 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 Team Leader 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 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:
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 Team Leader 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
Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to on or before 27th June 2019
The subject line CSR-Shops
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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