Wananchi Group (K) Ltd
Job Title: ECare
Customer Service Representative
Department: Customer Experience
Location: Nairobi
Employment Status / Type: Permanent
Position Reporting to: Team Leader – Ecare & Shops
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.
~ 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.
Qualifications
·
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 applications including a detailed CV and day time telephone
contact to recruit@ke.wananchi.com on or before 23rd October 2019.
The subject lines for respective
applications are CSR-Ecare and Business Analyst,CE
Job Title: Business
Analyst
Department: Customer
Experience
Employment Status / Type: Full Time
Position Reporting to: Director – Customer Experience
Manages Others: No
Job Purpose / Summary: Reporting to Director – Customer Experience, the Business
Analyst is expected to turn data into information and information into insights
to guide business decisions.
The Analyst will conduct full operations lifecycle activities to include requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvement areas.
The Analyst will conduct full operations lifecycle activities to include requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvement areas.
Key Roles:
·
Provide weekly, monthly and annual
forecasts and resource planning in order to support the department performance
objectives
·
Interpret data, analyze results using
statistical techniques and provide ongoing reports
·
Identify, analyze, and interpret
trends or patterns in complex data sets
·
Generate and distribute management reports
(periodic and ad hoc) in an accurate and timely manner
·
Develop and implement data collection
systems and other strategies that optimize statistical efficiency and data
quality
·
Acquire data from primary or
secondary data sources and maintain databases/data systems
·
Review system reports and performance
indicators to locate improvement opportunities on process, service and resource
planning
·
Work closely with management to
prioritize business and information needs
·
Defining inputs for ad hoc Business
Case justification
·
Analyze business information to
identify process improvements for increasing business efficiency and
effectiveness
·
Participate in cross-functional
meetings to resolve recurring customer issues
·
Link to IT & other source
departments on system issues relating to reporting
·
Ensure there is a recovery plan on
data relating to customer support operations
·
Manage the information systems
through defining data entry & extraction points
·
Define system access matrixes for
Team as per security and IT Policies
·
Provide customer support and
assistance in issue troubleshooting and resolution
Experience and Background Needed
·
A good understanding of customer
support resources, forecasting and planning techniques and how their successful
deployment can deliver step change in the customer experience and operation
efficiency
·
3 years’ experience in a large 24/7
and diverse customer support operation, preferably in ICT sector
·
Experience with Workforce Management
technologies, preferably within a multi-site or multi-skilled, complex
telephony environment
·
Recent and demonstrable experience in
data analysis, reporting and planning
·
Technical expertise regarding data
models, database design development, data mining and segmentation techniques
·
Knowledge of statistics and experience
using statistical packages for analysing large datasets (Excel, SPSS, SAS etc)
·
Added advantage – reporting packages
(Business Objects etc), databases (SQL etc), programming (XML, Javascript, or
ETL frameworks)
·
Strong analytical skills with the
ability to collect, organise, analyse, and disseminate significant amounts of
information with attention to detail and accuracy
·
Adept at queries, report writing and
presenting findings
·
BS in Mathematics, Economics,
Computer Science, Information Management or Statistics
How to Apply
Interested and qualified candidates to submit their
applications including a detailed CV and day time telephone contact to
recruit@ke.wananchi.com on or before 23rd October 2019.
The subject lines for respective applications are CSR-Ecare
and Business Analyst,CE
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.