Shop Customer Service Representative at Wananchi Group

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); Wananchi is the leading business providing affordable entertainment and connectivity for the rapidly growing middle class in East Africa. 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 WincableIf 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 emailThe 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 colorsPosters 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 CRMEducate customers on products and self-help solutions, like Zuku ussd*# and ZukuBotAlways ensuring customer satisfaction by adequately answering or resolving all queries.Dedicated customer follow-up to ensure issue closure and customer is satisfied with the solutionSessions with customers should not be interrupted unless unavoidable and with customer concurrenceAny 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 crowdingCustomers 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 skillsResolving all complaints, concerns and issues in a timely and diplomatic mannerConduct activities in a professional mannerDemonstrating knowledge of Wananchi DTH, Fiber & WBS expectations, e.g. internal standards or service level agreementsSetting priorities to ensure continual satisfactionDelegate appropriate tasks in an effective mannerDemonstrate knowledge of impact of providing professional service to the publicUnderstanding the importance and impact of first visit resolution (FVR) Monitor PerformanceCommunicating feedback on a daily level as a positive improvement issue not personal issueProviding feedback to immediate manager on individual team members, working with manager on performance improvement of individuals and the team as a wholeEnsuring complaints/concerns are resolved or escalated in a timely mannerUsing Wananchi tools to manage data and to allow for analysis Oversee operationsManaging shop volumes, e.g. peak timesWork with immediate Team Leader is or on team rostersBeing resourceful in finding information considering industry trends and historical dataProviding timely notifications to management of negative trends, urgency of issue, or extent of required follow upDetermining when a problem requires action from higher level of authorityParticipate in regular team meetings Key Performance Indicators:Achieve Shops SLA’s FVR-Resolve up to 95% of customer issues while interacting with themCheque and cash banking reconciliation with adherence to finance requirements. Accuracy in receipting to reduce VOID% Paying (customers served), on next due date.90% Conversion rate of NPD/churn callers.0% Downgrades per calls/customers served.% Schedule AdherenceMinimum of 95% on QA score for the Month Qualifications Minimum of bachelor degree or diploma2 years’ experience in a customer service environment and sales. A technical environment is an advantageExcellent organization and time management skillStrong analytic skills and comfort in PC based reporting systems and processesAbility to maintain productivity under pressure and to multitask effectivelyPunctual, regular, and consistent attendanceTact, diplomacy and sensitivity