Wananchi Group (K) Ltd
Job Title: Shop Customer Service Representative
Job Title: Shop Customer Service Representative
Department: Customer Experience
Location: Nakuru and Kisumu
Employment Status:Permanent
Position Reporting to: Team Leader – Supervisor 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 Team Leader, 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 Team Leader 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 hour 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 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 incharge and emailed to Retail Shop Team leader
for verification & signature.
·
A reconciliation of the previous stock should be done and sent
to the Team leader.
·
The requisition form is then signed by HOD CE. Retail Shop Team
leader forwards 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
Team Leader 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 Team Leader
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 Team Leader is or 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 Team Leader 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
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 April 2019.
The subject line “Customer Service Representative- Shops
(Kisumu)” OR “Customer Service Representative- Shops (Nakuru)”.
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.