Wananchi Group
(K) Ltd
Job Title: Cable Sales Team Leader
Job Title: Cable Sales Team Leader
Position
Reporting to:Sales Manager
Job Purpose /
Summary:Responsible for the development and performance of all
sales activities in assigned market. Establishes plans and strategies to expand
the customer base in the marketing area and contributes to the development of training
and educational programs for Sales Teams
Key Roles:
·
Prepare plans and viable strategies
for achievement of cable sales targets
·
Act as first line for management of
team issues and discipline cases
·
Monitor the performance of the team
assigned and recommend changes if any
·
Escalate any market related matters
to the Sales Manager
·
Compile daily, weekly and monthly
reports on team performance ,sales pipelines
·
Managing team leads monitoring
conversion of all sales opportunities
·
Meet node penetration targets
·
Meet monthly sales target
·
Retaining existing clients to develop
repeat business relationships and maximize revenue potential from these clients
·
Ensuring the capture ,input, and
update of all clients and prospect data information on Wincable
·
Performance management of the Sales
team activities by setting annual objectives and targets, monitor and review
individual performance and manage appraisals through the performance review
processes
·
To lead, develop and motivate the
Sales team and liaise with sales training coordinator to ensure that the team
assigned is continuously trained and motivated
·
Collect ,analyses and communicate
market and competitor intelligence for business improvement
·
Development of sales agents for
improved sales performance
Key Performance
Indicators:
·
Achievement of the monthly sales
targets as provided
·
Achievement of the monthly node
penetration target set for assigned territory
·
Generation of leads and collection of
the information to qualify the leads
·
Ability to drive performances whilst
delivering results
·
Selling a recommendation mix
products/packages
·
An excellent team builder and
motivator who will thrive on working closely with the team to achieve set
targets
·
Strong planning ,organizing and
networking skills
Qualifications
& Work Experience
·
Bachelor’s Degree in Sales &
Marketing
·
Prior experience in Sales team
leadership role for at least 2 yrs.
·
Certificate of good conduct
·
Clean driving license
·
Analytical and excellent
communication skills both written and oral
·
Good report generating skills
·
Ability to work within deadlines
Job Title: Customer Service Representative – Shops
Department: Customer
Experience
Location: Nakuru
Employment Status:Permanent
Position Reporting to: Team Leader – Shops
Manages Others: No
Job Purpose / Summary: Shop CSR is responsible in providing professional and
focused customer service both internally and externally.
Reporting to the Shops Supervisor, 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 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 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 Zukuussd*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 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 fowards 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 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 incharge.
Inventory
·
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 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 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
Qualifications
·
Minimum of bachelor degree in IT
·
2 years of supervisory 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
Job Title: Revenue Assurance Assistant
Department: Finance
Location: Nairobi
Employment Status:Permanent
Position Reporting to:Head of Revenue Assurance
Job Purpose / Summary: The candidate will be responsible for all aspects of
revenue assurance including reporting, advanced data analysis, leakage
management, leakage prevention and business process change.
They
will monitor financial and operational metrics, work with other departments to
implement best practices and define error resolution processes. This role
requires a unique blend of business and technical skills to effectively drive
the required activities.
Key Roles:
·
Manage the process of performing
revenue trends and data mining from Billing and NMS to detect abnormal activity
and possible revenue loss.
·
Continuously ensure that published
packages/tariffs are indeed implemented packages in the billing system.
·
Monitor bill payment/collection and
fraud if any by multiple checks and balances in the system.
·
Participate in Revenue Assurance tests
by executing test cases in Billing systems and other provisioning systems such
as power key, Back & verimatrix.
·
Manage the process of Subscriber
profiling, NPD and churn management.
·
Review completeness and accuracy of
information in the billing systems and ERP.
·
Provide management with information
on cause and effect on changes in revenue trends.
·
Provide monthly revenue Assurance
reports with details of the each revenue streams and factors that affected the
stream in the month.
·
Participate in automation of all
required business processes and revenue assurance models by IT
·
Constantly implement and improve
controls and checks in areas of RA
·
Perform regular reconciliation and
(gap) analysis of revenue streams.
·
Investigate, understand and document
issues root causes and Propose/suggest solutions to avoid occurrence of issues
Desired Qualifications:
·
Relevant Finance / Accounting degree
/ CPA (K) / ACCA from a reputable institution
·
Minimum 5 years’ experience in a
similar role,2yrs of which must be in revenue assurance or billing
·
Strong IT skills is a must.
·
Direct experience in a revenue
assurance or billing operations role in telecom is required
·
Experience in data analysis, data
reconciliation and data presentation were required
·
Good Knowledge of general accounting
principle and practices
·
Excellent communication &
presentation skills.
·
Highly motivated individual,
creative, with proven ability to work under pressure.
·
Ability to convey information in a
clear and concise manner & to perform functions with accuracy.
Skills
·
Attention to Detail: Ability to focus
on the lowest level of detail and assess the impact at the macro level
·
Resilient and have the ability to
represent and maintain a principled position in a sensitive situation
·
Ability to work under tight timelines
and deliver accurate results
·
Uphold 100 % accuracy, integrity,
professionalism and confidentiality at all times.
·
Conceptual thinker, ability to wade
through data and arrive at conclusions
·
Good organizational skills, proactive
and self-drive for results
·
Strong technical/operational skills
·
Strong analytical skills
How to Apply
Interested
and qualified candidates to submit their application including a detailed CV
and day time telephone contact to recruit@ke.wananchi.com on or before 10th
August 2018.
The
subject line Revenue Assurance Assistant.
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.