Wananchi Group (K) Ltd
Job Title: Billing Executive
Job Title: Billing Executive
Department: Customer Experience
Location: Nairobi
Job Purpose / Summary: Responsible for day to day evaluating customer account
transactions for all CE functions, Provide timely billing support to customers
and CE team; oversee activities that support the Billing system and liaise
across departments for effective billing & ensure consistent quality of
service and minimal financial errors.
Key Roles:
·
Manage and integrate data from audits
in order to identify critical trends or risk; and make relevant, timely
recommendations for performance improvement or elimination of identified risks.
·
Ensure 100% response to internal
& external billing queries escalation
·
Ensure customers get the correct
bills on time
·
Ensure that all accounts under
account management are assisted on time, with no NPD on the accounts
·
Timely customers billing and track DD
payment
·
Provide customer support and
assistance in issue troubleshooting and resolution
·
Ensure ‘+1’ quality service provided
to customer at all touch point.
·
Offer high value customer support at
designated touch points (Inbound, Outbound, Emails, Escalations) while ensuring
customer satisfaction with service and quality of support provided
Experience & Background Needed
·
A good understanding of customer
support resources relating to billing queries and how their successful
deployment can deliver step change in the customer experience and operation
efficiency
·
2 years’ experience in a large 24/7
and diverse customer support operation, preferably in ICT sector
·
Experience with customer service,
preferably within a multi-site or multi-skilled, complex telephony environment
·
Recent and demonstrable experience in
customer management, reporting and excel
·
Knowledge of statistics and
experience using statistical packages for analyzing large datasets (Excel,
SPSS, SAS etc.)
·
Strong analytical skills with the
ability to collect, organize, evaluate, and disseminate significant amounts of
information with attention to detail and accuracy
·
Adopt at queries, report writing and
presenting findings
Job Title: Service Engineer
Department: Customer
Experience
Sections: Technical
Support
Reports To: Team
Leader – Technical Support
Supervises: N/A
Job Summary: To
provide written/email/Skype and voice/phone call technical support and
troubleshooting guidance pertaining to Wide Area Network (WAN), Local Area
Network (LAN), Internet, data, voice, mail and managed LAN services queries
from customers satisfactorily within the defined scope and laid down standards
processes & procedures within the Helpdesk or Onsite.
Providing customer service
·
Efficient and professional call
handling and management.
·
Attend to all client queries either
through call, email, Skype chat, and any other customer queries on resolution
of internet, data, voice, email and connectivity (LAN and WAN (point-to-point))
related issues.
·
Effective and efficient utilization
of organizational resources as may be allocated
·
Ensure that highest level of customer
service is provided for both internal and external clients through for example
ensuring customers are regularly updated on ticket status and developments in
accordance with any incident and request management processes
·
Maintain a commitment to keeping
customers informed and build and maintain relationships of trust with customers
·
Application of validated processes to
support and manage customer requests, complaints and inquiries.
Resolving technical issues
·
Effective and efficient utilization
of organizational resources as may be allocated
·
Daily review and update of the issue
management system for assigned cases and provision of client reports.
·
Application of validated processes to
support and manage customer requests, complaints and inquiries.
·
Follow appropriate technical
troubleshooting guidelines and techniques to diagnose and resolve issues
·
Utilize company provided tools to
capture / record and drive appropriate resolution. E.g. ERP, Solar winds,
Cacti, Broadhub.
·
Log and follow-up on faults with
internal / external suppliers.
·
If required, pro-actively seek
guidance from other technical teams / management to identify and propose ticket
resolutions
·
Provide customers with technical
advice and appropriate recommendations of issues established.
·
Where appropriate, escalate faults as
per standard, retaining ownership of the ticket to ensure a timely resolution.
·
Ensure that the correct process and
procedures are followed for ticket management and escalations
Reporting
·
Provide accurate and timely feedback
and reports to line manager as may be required
Qualifications, Skills and Experience:
·
Degree/Higher Diploma / Diploma in
Information Technology or Information Systems or Computer Sciences or Business
Information Technology or Business Information Systems, Telecommunication
engineering or related discipline.
·
Practical knowledge in networking and
networked environment.
·
Practical knowledge and skill in
wireless technology and IP.
·
One must have an intermediary IT
background must be currently in the IT industry.
·
CCNA /CCNP practical knowledge of its
application and certification is an advantage.
·
Mail Systems – Mdaemon, Exchange etc.
is an advantage.
Job Title: Technical Support Manager
Department: Customer
Experience
Location: Nairobi
Employment Status: Full-time
Position Reporting to:Director, Customer Experience
Managing Others: Yes
Positions Managed:
·
Service Support B2C – 11
·
Service Support B2B – 11
Job Purpose / Summary: Responsible for the service support of network management
related to all customer problems and claims.
Based
on a continuous improvement approach the Technical Support Manager by self and
team will oversee the overall performance of the B2C & B2B customer problem
capture and resolution processes within Wananchi Group, assuring that the
different stakeholders:
·
Know and recognize their process
defects
·
Solve them duly in time & quality
·
Implement action plans to prevent
them.
Key responsibilities:
·
Service recovery for individual
customer and customer base
·
Data Analysis, Reporting and Feedback
·
Spearheading policy creations to
ensure Customer Excellence and retention
·
Process Improvements
·
Collaborating and Business Support
·
Training and Team Leadership.
Key Roles:
1.
Manage customer complaints/problems by taking ownership and assuring resolution
in a timely manner as well as ensuring that customers are advised of the most
appropriate delivery channels to meet their needs.
2.
Daily monitoring and reporting on the intake of B2C & B2B customer problem
by type, root cause, SLA compliance, average closing time and average pending
time.
3.
Ensure the smooth every day running of the Service Support team, ensuring that
SLAs are met and that quality targets are reached and maintained.
4.
Provide root-cause analysis for operational problems to ensure the cause of
network faults is properly identified and the correct steps are taken to
eliminate re-occurrence of the same problem.
5.
Ensure key network performance parameters are monitored by and propose
improvements in monitoring to accurately measure the overall performance of the
network.
6.
Liaise with third-party vendors in the resolution of network equipment faults.
7.
Handle first, second or third level escalations from the other team members.
8.
Act as the technical lead for Customer experience projects in liaison with
Technical team.
9.
Outage/degradation detection and notification to relevant teams within the
stipulated timelines.
10.
Follow-up outages noted thereby creating a ticketing and following up to
resolution.
11.
Research of trouble spots in the network and systems, raising tickets and
follow up.
12.
Escalate any unresolved faults and issues as per escalation procedure documents
and the SLAs provided.
13.
Consistent and proactive monitoring of customer equipment majorly on the HFC,
GPON VSAT, WiMAX and Metro networks.
14.
Analyse the entry of customer complaints/problems being a member, where
applicable of the different inter-functional work groups and improvement teams.
15.
Track and monitor the customer problem exceeding the agreed SLA’s and escalate
to the required level of management until complete resolution.
16.
Assure quality of the solution offered to the B2C & B2B customers, by
executing a quality control check.
17.
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.
18.
Agree on challenging performance objectives and measures for the team,
providing regular feedback on honest assessment and achievement.
19.
Pursue team and personal development to increase effectiveness/efficiency,
acknowledging strengths and areas of development as well as share knowledge
experience and best practice with other team members.
20.
Contribute to product development and improvement through continuous feedback
analysis collected from clients.
Experience and Background Required:
·
Technical background is required with
B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or
related field.
·
Understanding of HFC, GPON, VSAT,
WIMAX, METRO and MPLS networks is an added advantage.
·
Good technical troubleshooting skills
on DNS, Internet, Telephony, TV, VPN, LAN, WAN, Broadband networks and
Enterprise solutions.
·
Experience in leading a technical
support team, including Call Centre experience
·
Experience in managing and driving
service improvements while managing multiple stakeholders within a Telco
company and contact centre.
·
Experience in developing and
executing strategic plans
·
Strong co-ordination skills with
support functions such as training and planning.
·
Good Knowledge of advanced IPv4 &
IPv6 networks.
·
Ability to work with multiple
operating systems i.e. MACOSX, Windows and Linux.
·
Proficient in common troubleshooting
tools such as CACTI & SOLARWINDS.
·
Understanding of DOCSIS2, DOCSIS 3,
GPON & Routers from different vendors.
·
Understanding and experience on CRM,
trouble ticketing systems, dispatch procedures.
·
Knowledge and experience in reading,
analyzing, and interpreting periodical reports, and technical procedures.
·
Experience in writing reports.
Proficient in MS Office – specifically Excel, Word, PowerPoint.
·
Ability to effectively present information
and respond to questions from groups of managers, clients and customers.
Other Desirable Qualities:
·
Planning and organization skills with
focus to delivering desired results
·
Ability to project a positive image
for him/ herself and the company.
·
Good team player with a commitment to
value based leadership.
·
Credibility and flexibility to deal
with people at a variety of levels.
·
Highly adaptable and versatile; and
ability to create good and strong work ties cross departmentally
·
Ability to handle ambiguity and work
unsupervised in any environment.
·
Ability to motivate staff through
leadership and handle high stress environment positively.
·
Committed to quality, customer
service, equal opportunities and diversity, best practice and best value
Job Title: IT Helpdesk Assistant
Department: I.T.
Department
Location: Gateway
Park
Employment Status / Type: Full Time
Position Reporting to: I.T. Manager
Manages Others: No
Job Purpose / Summary: Assist in the management of all day to day IT issues that
include; LAN related activities, Office automation issues and Business
application support for the Wananchi Group Staff.
Key Roles:
·
Responsible for IT hardware &
software Inventory Management
·
Primary contact for all internal IT
support queries
·
Preparation for daily , weekly and
monthly IT helpdesk reports
·
Responsible for receiving service
requests via telephone, email, and ticketing system.
·
Responsible for diagnosing and
resolving internal customer incidents, escalating cases where necessary.
·
Carry Hardware preventative
maintenance and repairs
·
Competent in offering internal
customers in-office help, on site and through remote-access software.
·
Ensuring user satisfaction with IT
services through effective communication
·
Train users on basic computer
procedures and Ms office products
Requirements
·
The ideal candidate will have
excellent IT skills, including Microsoft Word, Excel, Outlook and Internet.
·
The ability to communicate
effectively and handle telephone calls proficiently is essential, as is
experience of working in an administrative role.
·
Able to deal confidently with a wide
range of people in difficult circumstances.
·
Ability to diagnose & solve
problems in an efficient manner.
·
Ability to demonstrate experience of
effective communication with customers via a range of different channels.
·
Attention to detail.
·
Possess a confident &
professional manner with strong interpersonal skills.
·
Confidence to engage with staff on
all levels, self-motivated & capable of working on own initiative as well
as part of a small team.
·
Good understanding of Microsoft
Platforms.
·
Good working knowledge of browser
technologies.
Qualifications:
·
Degree in IT related field
·
1 year experience
·
Can work under high pressure
environment
·
Be honest,flexible,committed and fast
learner
·
Integrity and personal organization
planning skills
·
Valid certificate of good conduct
Key Performance Indicators
·
Response time to helpdesk tickets
·
Ticket closure
·
Submission of daily/weekly/monthly
reports
Job Title: Power Engineer – Team Leader
Department: Technical
Location: Gateway
Park
Employment Status / Type: Permanent
Position Reporting to:Head of Engineering
Manages Others: Yes
Titles & Number of Positions Managed: 2
Job Purpose / Summary: Reporting to the Wananchi Group Head of Engineering, the
Power Engineer – Team leader will be responsible for the operation and
maintenance of electrical, mechanical, and HVAC equipment within data centres,
hubs and the nodes. Manage the facilities power engineers within WGK group.
Key Roles:
·
Generate the power budget of all the
facilities e.g. Data Centre, Offices, and Hubs and advice the management on the
best practice on power related issues.
·
Leading the Wananchi Group Facilities
Power Engineers to manage the operation and maintenance of all electrical,
mechanical and HVAC equipment within data centres & Hubs. These include
mains power systems, generators, UPS’s, air-conditioning, cabling and racks
management etc. Thus ensuring:
·
The maintenance in good-working
condition of all electrical, mechanical and HVAC facilities equipment in the Wananchi
Group Core Network on an ongoing basis
·
The regularly schedule servicing of
all electrical, mechanical and HVAC facilities and equipment in the Wananchi
Group Network.
·
The prompt repair of any failed or
degraded electrical equipment at all times including being on-call 24/7/365.
·
Keeping track of fuel delivery,
consumption and maintaining minimum levels to avoid any shutdown due to lack of
fuel.
·
Have a proper management of
facilities contractors and vendors.
·
Maintain up to date as built diagrams
and documentation of all the electrical mechanical and HVAC facilities and
equipment in the Wananchi Group Network.
·
Will be the lead manager in all power
projects undertaken by Wananchi group.
Key Performance Indicators:
·
Compliance on Time to Repair SLA’s as
defined by the company policies
·
Maintain 99.99% power uptime on all
facilities.
·
Timely maintenance schedule of
generators, UPSs, and ACs.
·
Meet the defined SLA on Mean Time to
Repair on all tickets raised by NOC.
·
Meet SLA on all new installations
within the Data Centre, Hubs, and Offices.
Qualifications, Skills & Experience:
·
Bachelors / Masters Degrees in
Electrical Engineering with at least 10 years of relevant experience
·
Valid Driver’s license
·
Good mechanical and electrical
aptitude.
·
Ability to work with various hand and
power tools.
·
Be in good physical condition and
possess sufficient strength and agility required to perform heavy manual tasks
under varying weather conditions
·
Reasonable knowledge of the necessary
safety precautions to be taken in working on power systems.
·
Strong understanding of electronic
theory related to telecommunications industry
·
Five years’ experience in power
critical facilities.
Job Title: Treasury
Accountant
Department: Group
Finance
Location: Nairobi
Employment Status / Type: Full time
Position Reporting to:Treasury and Payables Manager
Manages Others: Yes
Positions Managed: Treasury
officer
Job Purpose / Summary: The Wananchi Group (WGK) is Africa’s pioneering provider
of Triple Play (broadband, multi-channel television and voice telephony) and
direct-to-home (DTH) satellite PayTV. The position will be responsible for the
company’s cash management, ensuring adequate liquidity, review of weekly and
monthly bank reconciliation reports, and preparation of cash forecast. The
position reports to the Treasury and Payables manager, but will work closely
with other managers within the Group.
Key Roles:
Cash
Management
·
Overseeing cash transactions,
ensuring adequate liquidity so that there’s never shortage of cash.
·
Ensure the movement of cash within
the operating countries is in a tax efficient manner.
·
Forex dealings with the banks and
negotiation of the best rates to ensure that loss in exchange rates are as low
as possible.
·
Check and verify cash transactions;
and also investigate and propose possible resolution for any discrepancies.
·
Assist in the management of long and
short term cash flow and working capital management.
·
Preparation of monthly Cash forecast.
Oversee
banking
·
Ensure the company’s banking
operations; seeing to it that all funds are appropriately banked ensuring
efficiency.
·
Investing of idle cash at the bank
through fixed deposit to earn interest.
·
Implementing online banking system,
maintaining bank statements, analyzing bank fees, implementing banking related
changes as needed.
Controls
and Financial Reporting
·
Monthly end-month reporting,
revaluation of foreign accounts and cash and cash equivalent report.
·
Review of weekly and monthly bank
reconciliations and ensuring that the same is maintained in a filing system.
·
Ensure accurate accounting of
Treasury transactions that are properly documented, verified & authorized.
·
Respond to audit query both internal
and external auditors.
·
Assist in preparation of Company’s
financials.
Key Performance Indicators:
·
Preparation of monthly cash forecast
by WD5
·
Monthly Bank reconciliation review by
WD3
·
Monthly closure by WD2
·
Journal postings by WD1
·
Clean and reconciled balance sheet
Education, Experience and Skills
·
Minimum Bachelors degree in
accounting or finance. CPA(K) qualification preferred
·
Above average level of computer
literacy and skills;
·
At least five years post-graduation
working experience in a cash management position.
·
Experience in preparing Power Point
presentations is essential;
·
Strong verbal, written and
interpersonal skills.
·
Excellent analytical skills and
aptitude for problem solving, including data analysis and validation.
·
Excellent time
management/organizational 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 30th
November 2018.
The
subject line should be the job title e.g “Treasury Accountant”.
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.
