Wananchi Group Jobs in Kenya
Wananchi Group Customer Service Representative - Shops Jobs in Kenya
Responsible 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.
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.
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