Career Opportunities in Wananchi Group, Nairobi, Kenya

Wananchi Group (K) Ltd

Job Title: Service Engineer
 

Department: Customer Experience

Location: Gateway Park
 

Employment Type: Full-time. 
 

Position Reporting to: Customer Surveillance Manager
 

Manages Others: No   

Job Purpose / Summary: Reporting to the Team Leader, the job holder is responsible for answering customer enquiries, monitoring, troubleshooting and escalating, for Zuku Fiber client connections on HFC and GPON networks; Voice platform and Metro Ethernet.  
 

The job holder will be expected to

• provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
• resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases  
• take full ownership of customer cases that land and handover unresolved cases at end of day
• ensure customer satisfaction with service and quality of support provided.

The job holder will be expected to undertake extensive troubleshooting for any service matters using the existing systems and follow up with transversal teams to resolve. 

Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations – are key to this role. 
 

The job holder will be expected to identify and highlight to the Team Leader, 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.

The job demands high performance of the holder, for which KPIs are defined and measured for monthly performance scores.

Any other duty that may be assigned. 

Experience and Background Required:

• Degree / Diploma in any of these fields: Electrical / Electronic, Telecommunications, Computer Technology, Computer Science, Information Technology.
• 2yrs Experience in Engineering
• Skills in Enterprise Solutions, VPN.
• Knowledge in transmission.
• Understanding of - IP networks; the contention ratios in the network; Metro Ethernet networks
• Troubleshooting skills e.g. on CMTS basic configuration, IP assignment (DHCP services).
• Understanding of the basic network design & structure:  Master node, distribution node, GPON.
• 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.

Job Title: Shop Customer Service Representative
 

Department: Customer Experience

Location: Buru-Buru 
 

Employment Status / Type: Permanent
 

Position Reporting to: Supervisor Shops
 

Manages Others: No

Titles & Number of Positions Managed: NA
 

Job Purpose / Summary:  Shop CSR is responsible in providing professional and focused customer service both internally and externally.  

Reporting to the Shops Supervisor, the shop 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 colours
• Posters in the centres 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 Zukuussd*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 incharge 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 fowards this to Head of Procurement for approval.  This is fowarded 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 incharge.

Inventory   

• Quarter inventory of assets is to be done for all Retail Shops.
• Incase 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 95% of customer issues while interacting with them
• Cheque and cash banking reconciliation with adherence to finance requirements. 

Accuracy in receipting to reduce VOID

• 100% Schedule Adherence
• Score a minimum of 90% on QA score for the Month

Qualifications

• Minimum of bachelor degree in IT
• 2 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
• Excellent organization and time management skill
• Strong analytic skills and comfort in PC based reporting systems and processes
• Ability to maintain productivity under pressure and to multitask effectively
• Must have superior coaching, leadership and interpersonal skills
• Punctual, regular, and consistent attendance
• Tact, diplomacy and sensitivity

Job Title: Team Leader, Technical Support
 

Department: Customer Experience

Location: Gateway Park
 

Employment Status / Type: Full-time. 
 

Position Reporting to: Customer Surveillance Manager

Job Purpose / Summary: Reporting to the Customer Surveillance Manager, the job holder is responsible for answering customer enquiries, monitoring, troubleshooting and escalating, for Zuku Fiber client connections on HFC and GPON networks; Voice platform and Metro Ethernet.  
 

The job holder will be expected to guide and support a team of Service Engineers to:-

• provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
• resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases  
• take full ownership of customer cases that land and handover unresolved cases at end of day
• ensure customer satisfaction with service and quality of support provided.

The job holder will be expected to identify and highlight to the Manager, 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. 
 

Coach the team to deliver superior support in order to create a personalized customer experience of all Zuku Fiber services. 
 

Manage workforce planning to ensure schedule adherence, training and leave are efficiently handled; and have required staffing for technical support to customers at all times. 
 

The job demands high performance of the holder, for which KPIs are defined and measured for monthly performance scores. 
 

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 which can be presented to the technical team for continuous improvement of customer issues.
• Act as a liaison between customers and Technical teams on customer issues resolution and reporting.
• Use available systems to troubleshoot 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 Manager.
• Any other duty that may be assigned.

Experience and Background Required:

• Degree/Diploma in any of these fields: Electrical/Electronic, Telecommunications, Computer Technology, Computer Science, Information Technology.
• 2 years’ supervisory experience in a busy customer support environment in ICT sector.
• Skills in Enterprise Solutions, VPN.
• Knowledge in transmission.
• Understanding of - IP networks; the contention ratios in the network; Metro Ethernet networks
• Troubleshooting skills e.g. on CMTS basic configuration, IP assignment (DHCP services).
• Understanding of the basic network design & structure:  Master node, distribution node, GPON.
• 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 8th July 2015.

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.