Job Description

Wananchi Group

Job Title: Shop Customer Service Representative

Department: Customer Experience

Location: Nairobi

Employment Status / Type: Permanent

Position Reporting to: Team Leader – 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 Team Leader, 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 Team Leader 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 hour time, the executive contacts the Retails Shop Manager for support or guidance.


• Handle customer payments as per business rules including SOPs.

Promoting Zuku Brand:

• Shop to be branded with the Zuku logo and colors


• 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 Zuku ussd*502# and ZukuBot


• Always ensuring customer satisfaction by adequately answering or resolving all queries.


• Dedicated customer follow-up to ensure issue closure and customer is satisfied with the solution


• Sessions with customers should not be interrupted unless unavoidable and with customer concurrence


• Any unresolved customer queries should be escalated immediately and customer updated on progress frequently- via Call using VOIP phones in the office or support email.


• 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:

• Equipment should be ordered through an internal order prepared by Retail Shop Duty incharge and emailed to Retail Shop Team leader for verification & signature. A reconciliation of the previous stock should be done and sent to the Team leader for onward approvals and processing. Asset Management


• Quarter inventory of assets is to be done for all Retail Shops.


• In cases of any missing items, the issue is reported to the Manager in Charge 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 & WBS expectations, e.g. internal standards or service level agreements


• Setting priorities to ensure continual satisfaction


• Delegate appropriate tasks in an effective manner


• Demonstrate knowledge of impact of providing professional service to the 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 Team Leader is or 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

• FVR-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% Paying (customers served), on next due date.


• 90% Conversion rate of NPD/churn callers.


• 0% Downgrades per calls/customers served.


• 100% Schedule Adherence


• Minimum of 95% on QA score for the Month

Qualifications

• Minimum of bachelor degree or diploma


• 2 years’ experience in a customer service environment and sales. A technical environment is an advantage


• 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


• Punctual, regular, and consistent attendance


• Tact, diplomacy and sensitivity

How to Apply

Interested and qualified candidates to submit their applications including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 4th October 2022

The subject lines depending on the application should be CSR-Shops

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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