Wananchi Group (K) Ltd
Job Title: Work Order Analyst
Department: Commercial
Cable
Location: Nairobi, Kenya
Employment Status / Type: Full Time
Position Reporting to: Work Order Analyst – Team Leader
Manages Others: No
Job Purpose / Summary: To
assist Work order analysis team leader in supporting the sales team with work
order analysis and sales support functions such as (Work order opening, Account
opening, addressing, Sales escalations) from time to time as assigned by Work
order Team leader.
Key Roles:
- To assist in
creation of account and raising work orders whenever the sales Team leader
is unavailable. This will ensure team is well supported in case the sales
team leader is on leave or unavailable
- To assist in
site verification for any order reported by technician not doable also to
assist in site verification before client makes payment for service. This
will ensure canceled orders reduction.
- To assist in
recovery of canceled orders by identifying possible resolutions to have
client installed. This will ensure increased recovery of canceled orders
and also create more effective way to handle client with canceled orders.
- To inform
client and sale team on any arising issue that may delay any installation.
That is by making prompt follow up calls to client and sales team to
update them on matters arising on work orders. This will ensure both
client and sales teams know the reasons as to why the install has not been
completed as per agreed SLA.
- To assist in
ensuring all escalation to sales dispatch from customer service, dispatch
and the sales team are resolved within 24hrs. This will ensure no
escalation feedback is delayed and effective interdepartmental
communication on any matter in regard to installation.
- To assist in
ensuring all sales orders are opened within RFS and valid cable addresses.
This will ensure opening of valid orders and within addresses that are
ready for service to control wrong addressing and invalid orders.
- To assist
follow up with billing department on refunds and wrong account payments
escalations from the sales team. This will ensure reduction refund delays
in cases where installation cannot be completed.
- To report all site
visit findings and activity to the Work order analyst team leader. This
will ensure effective monitoring of all field activities assigned from
time to time.
Key Performance Indicators:
- To open and
raise at least 10% of orders received in a quarter.
- All canceled
orders are below 6% of total orders received and recovered orders to be
above 25% of total canceled in a quarter.
- All client
escalations to customer service in regard to installations are below 2% of
orders received in a quarter.
- Escalations to
sales dispatch to be resolved within 24hrs. This will be reviewed weekly.
- 96% of all
orders opened in a day to be correct and installation completed within 5
days this will be reviewed every week.
- Wrong
address cases to be below 3% of total sales opened in a quarter
- All reports to
be sent timely and consistently as per request and to be reviewed every
quarter.
- NSR
addresses follow up to closure within 14 days this will be reviewed
in every quarter
- All pending
orders to be assessed and shared with sales team leaders daily this will
be reviewed for every quarter
- All install
that have gone beyond SLA (5days) client and sales team to be informed and
updated on progress. This will be reviewed weekly
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Work Order Analyst on or before 31st October 2016.
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.
