Wananchi Group (K) Ltd
Job Title: Customer
Service Representative - Shops
Department: Customer Experience
Department: Customer Experience
Location: Buru-Buru
Employment Status /
Type: Permanent
Position Reporting to: Supervisor Shops
Position Reporting to: Supervisor Shops
Job Purpose / Summary: CSR
Shop is responsible in providing professional and focused customer service both
internally and externally.
Reporting to the Shops
Supervisor, the 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
Supervisor 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 hours’ 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 colors
- Posters in the
centers 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
in charge and emailed to Retail Shop Supervisor for verification &
signature.
- A
reconciliation of the previous stock should be done and sent to the
Supervisor.
- The
requisition form is then signed by HOD CE. Retail Shop Supervisor forwards
this to Head of Procurement for approval.
- This is
forwarded to Warehouse for execution.
- On execution a
copy of delivery note acknowledged by Retail Shop Supervisor 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
Supervisor and approved by the HOD Customer Experience.
Payment
- 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 in charge.
Inventory
- Quarter
inventory of assets is to be done for all Retail Shops.
- In case 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 Supervisor 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
98% of customer issues while interacting with them
- Cheque and
cash banking reconciliation with adherence to finance requirements.
Accuracy in receipting
with 100% zero VOID.
- 100% Schedule
Adherence – to be at the respective shop 30mins prior to the opening time
{to allow cleaning & prep for the day)
- Achieve
minimum score of 98% on QA score for the Month.
- Capture all
customer feedback on Customer management system as well update and share
hourly walk in report daily by end of shift.
- Customer
education on Self-serve menu (Loyalty Points, Zuku Bot, USSD, My Zuku
account management) and send end of Visit CSAT sms survey for all contacts
served.
- Track down
service & system issues affecting daily individual performance as well
as smooth service operations.
Qualifications and
Requirements
- 2 years
experience in a busy Contact Center, supporting internet/technology driven
services
- Understanding
of - IP networks; the contention ratios in the network; Metro Ethernet
networks
- Troubleshooting
skills e.g. on CMTS configuration, IP assignment (DHCP services) is an
added advantage
- Understanding
of the basic GPON network design & structure is an added advantage
- Ability to
solve practical problems and deal with a variety of concrete variables in
situations where only limited standardization exists.
- Knowledge and
experience in reading, analyzing, and interpreting reports and technical
procedures.
- Proficiency in
MS Office - specifically Excel, Access, Word, PowerPoint.
- Ability to
effectively present information and respond to questions from management,
peers and customers.
- Ability to
handle service delivery and service assurance processes and structures in
a large telecommunications environment.
- Self-driven,
customer centric and team player
How to Apply
Interested and qualified
candidates to submit their application including a detailed CV,day time
telephone contact torecruit@ke.wananchi.com with
a subject line Customer Service Representative-Shops on or before 31st July
2017
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.
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.