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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