Wananchi Group Customer Service Representative (Shops) Job in Buru-Buru, Nairobi, Kenya Aug 2017
Employment Position at Wananchi Group
Jobs opportunity for Customer Service Representative Aug 2017
Wananchi Group (K) Ltd
Job Title: Customer Service Representative – Shops
Department: Customer Experience
Location: Buru-Buru
Employment Status / Type: Permanent
Position Reporting to: Supervisor Shops
Manages Others: No
Job Purpose / Summary: CSR Shop is responsible in providing professional and focused customer service both internally and externally.
Reporting to the Shops Supervisor, the 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 Supervisor 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 hours’ 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 colors
- Posters in the centers 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 in charge and emailed to Retail Shop Supervisor for verification & signature.
- A reconciliation of the previous stock should be done and sent to the Supervisor.
- The requisition form is then signed by HOD CE. Retail Shop Supervisor forwards this to Head of Procurement for approval.
- This is forwarded to Warehouse for execution.
- On execution a copy of delivery note acknowledged by Retail Shop Supervisor 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 Supervisor 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 in charge.
Inventory
- Quarter inventory of assets is to be done for all Retail Shops.
- In case 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 Supervisor 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 98% of customer issues while interacting with them
- Cheque and cash banking reconciliation with adherence to finance requirements.
Accuracy in receipting with 100% zero VOID.
- 100% Schedule Adherence – to be at the respective shop 30mins prior to the opening time {to allow cleaning & prep for the day)
- Achieve minimum score of 98% on QA score for the Month.
- Capture all customer feedback on Customer management system as well update and share hourly walk in report daily by end of shift.
- Customer education on Self-serve menu (Loyalty Points, Zuku Bot, USSD, My Zuku account management) and send end of Visit CSAT sms survey for all contacts served.
- Track down service & system issues affecting daily individual performance as well as smooth service operations.
Qualifications and Requirements
- 2 years experience in a busy Contact Center, supporting internet/technology driven services
- Understanding of – IP networks; the contention ratios in the network; Metro Ethernet networks
- Troubleshooting skills e.g. on CMTS configuration, IP assignment (DHCP services) is an added advantage
- Understanding of the basic GPON network design & structure is an added advantage
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.
- Proficiency in MS Office – specifically Excel, Access, Word, PowerPoint.
- Ability to effectively present information and respond to questions from management, peers and customers.
- Ability to handle service delivery and service assurance processes and structures in a large telecommunications environment.
- Self-driven, customer centric and team player
How to Apply
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Service Representative-Shops on or before 31st July 2017
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.