Shop Customer Service Representative Job in Kenya

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Shop Customer Service Representative Job in Kenya

Wananchi Group (K) Ltd

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 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 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


·  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 on or before 29th November 2022.

The subject line should read CSR-Shops,Nairobi.

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.