Wananchi Group
(K) Ltd
Job
Title: Shop Customer Service Representative
Department: Customer Experience
Location: Buru-Buru
Employment
Status / Type:Permanent
Position
Reporting to: Team Leader Shops
Manages
Others: No
Titles &
Number of Positions Managed: N/A
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
~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
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 27th June 2019
The subject line CSR-Shops
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.