Jobs and Vacancies in Wananchi Group, Kenya

Wananchi Group (K) Ltd
 
Job Vacancy: Customer Experience - Service Engineer

Department: 
Service Support
 
Location: Gateway Park

Employment Status / Type: Full-time

Position Reporting to: Customer Surveillance Head

Manages Others: No

Job Purpose / Summary:
·                     Reporting to the Technical Support Manager, the job holder is responsible for monitoring, troubleshooting, reporting and escalating of all Wananchi Group client connections i.e.; HFC and GPON networks; DTH platform; Voice platform and Metro Ethernet;
·                     The job holder will be expected to a) identify customer problems of a technical nature that are relevant for Technical organization’s quality improvement, b)investigate, c)design ad hoc reports that can assist the technical team.
·                     The job holder will be expected to undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.
·                     The job holder will be expected to act as a liaison between the Cs Team and the NOC, Engineering and technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer related problems.
·                     The job holder will also be expected to step in and act as the deputy for the Customer Surveillance Head.
Key Roles:
·                     Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, DTH, TV and managed Wi-Fi.
·                     Research for potential trouble spots using the available troubleshooting tools and providing workable solutions and/or escalating to the relevant department for closure.
·                     Good interpretation of customer calls to meaningful reports and understanding of the Network which can be presented to the technical team for continuous improvement of customer issues.
·                     Act as a liaison between the technical team and CS team on customer issues reporting.
·                     Good knowledge of the troubleshooting systems so as to analyze, provide feedback and recommendations for improvements.
·                     Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.
·                     Follow up on any tasks which are allocated by the Customer Surveillance Team Leader.
·                     Any other duty that may be assigned.
Experience and Background Required:
·                     Good Technical background and skills.
·                     Good understanding of all the troubleshooting systems within the organization.
·                     Good understanding of the HFC, GPON and Satellite networks.
·                     Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
·                     Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
·                     Experience in a triple play company would be an added advantage.
·                     Experience in Onsite support and maintenance is an added advantage.
·                     Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures.
·                     Experience in writing reports. Proficient in MS Office - specifically Excel, Word, PowerPoint.
·                     Ability to effectively present information and respond to questions from groups of managers, clients and customers.
·                     Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.


Job Vacancy: Customer Service Representative - High Value

Department: 
Customer Experience
 
Location: Gateway Park
 
Employment Status / Type
·                     1 year Contract (Seasonal Contract)
·                     3 months’ probation
·                     Monthly KPI performance review & incentive (30% variable pay)
Position Reporting to: Supervisor – High Value Section
 
Manage Others: No

Job Purpose / Summary:
 
CSR is responsible for providing professional and quality customer service both internally and externally.  

Reporting to the Technical Support Manager, the CSR will be responsible for:
Customer Support at designated touch points (Inbound, Outbound, Emails, Escalations ):
·                     Customer calls; emails; outbound calls; escalations: CSR gets full understanding of customer's enquiry, provides full customer support for all fiber services on first contact, solves the issue and logs it on CRM and Wincable.
·                     If the issue is resolved, the CSR ensures that customer is satisfied and confirms the customers contact details.
·                     If issue can't be resolved during the interaction, it is escalated by the CSR to the CE leader and followed up through the proper channels until resolution.
·                     Take full ownership of customer cases handled and ensures proper handover for unresolved cases at end of day.
·                     Ensure customer satisfaction with service and quality of support provided.
·                     Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations.
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 Zuku Fiber service standards or service level agreements
·                     Demonstrating knowledge of impact of providing professional service to Customers
·                     Understanding the importance and impact of first call resolution (FCR)
·                     Working with the CE leader on performance improvement as an individual and with the team as a whole
·                     Ensuring complaints/concerns are resolved or escalated in a timely manner
·                     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
·                     Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.
·                     Updating client comments, complaints, reports and compliments on all relevant Wananchi Systems
·                     The job holder will be expected to identify and highlight to the supervisor, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs.
·                     Work with immediate CE leader on team rosters.
·                     Provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
·                     Track and monitor the customer problem exceeding the agreed SLA's and escalate to the required level of management until complete resolution.
·                     Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.
·                     Daily monitoring and reporting on the intake of customer problem by type, root cause, SLA compliance, average closing time and average pending time.
·                     Enhance customer loyalty and upsell accordingly.
Key Performance Indicators:
 
Achieve Support Center SLA’s
·                     Achieve 90% first call resolution (FCR)
·                     90% correct CRM capture
·                     100% Schedule Adherence
·                     Score a minimum of 98% on QA score for the Month
Other KPIs
·                     Efficiency
·                     Good Handle rate
·                     Calls per Customer
·                     Average Handle Rate
·                     Escalation Resolutions
Experience and Background Required:
·                     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 torecruit@ke.wananchi.com with a subject line Customer Service Representative-High Value on or before 24th November 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.

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