Wananchi Group
Job Title: Shop Customer Service Representative
Department: Customer
Experience
Location: Nairobi
Employment Status /
Type: 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
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 5min 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
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 for support or guidance.
· Handle customer payments
as per business rules including SOPs.
Promoting Zuku Brand:
· Shop to be branded with
the Zuku logo and colors
· 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# and ZukuBot
· Always ensuring customer
satisfaction by adequately answering or resolving all queries.
· Dedicated customer
follow-up to ensure issue closure and customer is satisfied with the solution
· Sessions with customers
should not be interrupted unless unavoidable and with customer concurrence
· Any unresolved customer
queries should be escalated immediately and customer updated on progress
frequently- via Call using VOIP phones in the office or support email.
· 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:
· 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
for onward approvals and processing. Asset Management
· Quarter inventory of
assets is to be done for all Retail Shops.
· In cases of any missing
items, the issue is reported to the Manager in Charge 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 & WBS expectations, e.g. internal standards or
service level agreements
· Setting priorities to
ensure continual satisfaction
· Delegate appropriate
tasks in an effective manner
· Demonstrate knowledge of
impact of providing professional service to the 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
· FVR-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% Paying (customers
served), on next due date.
· 90% Conversion rate of
NPD/churn callers.
· 0% Downgrades per
calls/customers served.
· 100% Schedule Adherence
· Minimum of 95% on QA
score for the Month
Qualifications
· Minimum of bachelor
degree or diploma
· 2 years’ experience in a
customer service environment and sales. A technical environment is an advantage
· 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
· Punctual, regular, and
consistent attendance
· Tact, diplomacy and
sensitivity
How to Apply
Interested and qualified candidates to submit their applications
including a detailed CV and day time telephone contact to
recruit@ke.wananchi.com on or before 3rd November 2022.
The subject line should read CSR-Shops,Mombasa.
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.