Customer Service Representative Job in Kenya

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Wananchi Group (K) Ltd
Job Title: Customer Service Representative – High Value Section
Department: Customer Experience
Location: Gateway Park
Employment Status / Type: Contract.
Position Reporting to: Technical Support Manager
Manages Others: No
Titles & Number of Positions Managed: N/A
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 98% first call resolution (FCR)
~ 100% correct CRM capture
~100% Schedule Adherence
~85% timely payers in account management
~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:
·         2yrs 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 and day time telephone contact to recruit@ke.wananchi.com on or before 13th September 2018.
The subject line Customer Service Representative – High Value.
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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