Customer Service Representative Job in Kenya

Wananchi Group (K) Ltd

Job Title: Customer Service Representative – High Value Section

Department: Customer Experience

Location: Gateway Park

Employment Status / Type: Contract.

Position Reporting to: Technical Support Manager

Manages Others: No

Titles & Number of Positions Managed: N/A

Job Purpose / Summary: CSR is responsible for providing professional and quality customer service both internally and externally.

Reporting to the Technical Support Manager, the CSR will be responsible for:

·         Customer Support at designated touch points (Inbound, Outbound, Emails, Escalations ):

·         Customer calls; emails; outbound calls; escalations: CSR gets full understanding of customer’s enquiry, provides full customer support for all fiber services on first contact, solves the issue and logs it on CRM and Wincable.

·         If the issue is resolved, the CSR ensures that customer is satisfied and confirms the customers contact details.

·         If issue can’t be resolved during the interaction, it is escalated by the CSR to the CE leader and followed up through the proper channels until resolution.

·         Take full ownership of customer cases handled and ensures proper handover for unresolved cases at end of day.

·         Ensure customer satisfaction with service and quality of support provided.

·         Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations.

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 Zuku Fiber service standards or service level agreements

·         Demonstrating knowledge of impact of providing professional service to Customers

·         Understanding the importance and impact of first call resolution (FCR)

·         Working with the CE leader on performance improvement as an individual and with the team as a whole

·         Ensuring complaints/concerns are resolved or escalated in a timely manner

·         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

·         Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.

·         Updating client comments, complaints, reports and compliments on all relevant Wananchi Systems

·         The job holder will be expected to identify and highlight to the supervisor, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs.

·         Work with immediate CE leader on team rosters.

·         Provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs

·         Track and monitor the customer problem exceeding the agreed SLA’s and escalate to the required level of management until complete resolution.

·         Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.

·         Daily monitoring and reporting on the intake of customer problem by type, root cause, SLA compliance, average closing time and average pending time.

·         Enhance customer loyalty and upsell accordingly.

Key Performance Indicators:

Achieve Support Center SLA’s

~Achieve 98% first call resolution (FCR)
~ 100% correct CRM capture
~100% Schedule Adherence
~85% timely payers in account management
~Score a minimum of 98% on QA score for the Month

Other KPIs

~Efficiency
~Good Handle rate
~Calls per Customer
~Average Handle Rate
~Escalation Resolutions

Experience and Background Required:

·         2yrs 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 and day time telephone contact to recruit@ke.wananchi.com on or before 13th September 2018.

The subject line Customer Service Representative – High Value.

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