wananchi group Careers

Job Purpose / Summary:

• Maintenance Technician will be responsible for tasks related with plant network maintenance on both HFC and GPON networks, including preventive plant maintenance with necessary record keeping and location/repair of equipment/plant failures.
• There will be some limited service work with customer maintenance calls.

Key Roles:

• Operate equipment such as hydraulic aerial lifts (buckets) and ladders
• Perform construction and maintenance works including digging holes, placing poles, placing cable. Unreel, pull and string wire strand and cable from pole to pole, pole to buildings including associated equipment and hardware
• Repair or restore service during any outage while observing and respecting the SLAs, advising NOC on the causes of the outage and estimated times to repair including possible solution
• Perform preventive maintenance tasks on the network, including among others Coax and Optical Fiber cables installation, removal, lashing, HFC passive equipment installation/removal and repair, HFC active equipment installation, removal and repair
• Work with tools, equipment and cable that may be heavy which will have to be loaded and unloaded from company vehicle, moved or rearranged
• Perform preventive maintenance on forward and return path of Coax cable television distribution network, signal measuring on Coax and Optical Fiber networks, network patrol, network and equipment audit
• Track and repair signal interferences or signal leakages on the network in coordination with NOC teams
• Prepare and splice both coax and fiber optic cable
• Maintain cable system power supplies, including battery banks measurements and replacement
• Address maintenance tasks escalated from subscriber technical teams, including assessing and resolving signal level issues
• Produce and maintain all records related to assigned tasks
• Respond to customer inquiries about products, work operations, etc. during field contacts.
• Report any issues, problems or recommendations to the Maintenance Supervisor in order to maintain the integrity and performance of the service

Desired qualifications

• A Degree/Diploma in Telecommunications /Electrical Engineering/Information Technology or related fields
• Considerable knowledge and skill in HFC and GPON networks, related tools and materials and safety standards required in the installation and maintenance and repair of the HFC and GPON cable network and all services delivered by the system.
• Good mechanical aptitude and ability to work with various hand and power tools
• Be in good physical condition and possess sufficient strength and agility required to perform heavy manual tasks under varying weather conditions
• Reasonable knowledge of the necessary safety precautions to be taken in working from heights and elevated platforms.
• Three years of HFC and/or GPON cable networks, including network construction and maintenance preferred
• Strong understanding of electronic theory related to HFC and telecommunications industry
• Valid Driving License

Method of Application

Interested candidates to send updated CV to [email protected] with the job title ”Maintenance Engineer” as the subject line not later than 30th November 2021.

Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Job Description/Requirements

Job Re-Advertisement: Regional Retention Manager, Zuku Fiber

Department: Customer Experience

Location: Kenya

Position Reporting to: Director, Customer Experience

Manages Others: Yes

Titles & Number of Positions Managed:

• RETENTION TEAMS
• OUTSOURCE PARTNERS

Job Purpose / Summary: Reporting to Director Customer Experience, the Regional Retention Manager – Zuku Fiber will be responsible for customer retention, paying base and subscription revenue in the assigned Region.

• Customer lifecycle management at onboarding, usage, billing, payment, value growth, retention, loyalty
• Grow the paying customer base and subscription revenue to achieve business targets
• VOC, Analysis, Reporting and Feedback
• Client services support and query resolution in a timely, lasting manner and within defined SLAs
• Continuous Process Improvement in service delivery processes, performance and products

Key Roles:

Key Responsibilities will include:

• Work with Customer Experience and Commercial, to formulate and roll out retention strategies.
• Achieve budgeted retention KPI’s (timely payment, NPD/Churn reversals, subscription revenue, paying base).
• Audit customer facing processes through customer lifecycle from on-boarding, usage, query resolution and site visits. Introduce improvements to achieve first time right at each step.
• Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and revenue enhancement opportunities.
• Lead the development of different Customer Experience feedback tools. Define, plan and execute Customer Management KPI’s and Processes to guide the Team to deliver on targets.
• Provide root-cause analysis for customer lifecycle problems to ensure the cause of complaints, disconnections and churn are identified and the correct steps taken to eliminate re-occurrence.
• Develop customer feedback tools to recognize customer needs, market dynamics and competitor activities to develop proactive mechanisms to meet these needs, maximize on opportunities and overcome challenges.
• Manage the Contact Centres as key drivers of customer’s experience with the brand. Provide a seamless, efficient one-stop-shop for customers.
• Work with field teams and business partners to extend customer management reach and to provide localized solutions and support to customers through the lifecycle.
• Enforce customer retention centricity in all Customer Experience functions, team members and processes; 1st line, 2nd line support and in Retention; including respective outsource partner resources.
• Manage customer complaints/problems by taking ownership and assuring resolution in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
• Present product, service quality, payment and service delivery challenges to stakeholders and get their commitments to resolve the defects.
• Check solutions provided against customer expectations and feedback.
• Manage customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
• Assist in the management and implementation of new products via advertising to existing customers and partners by use of the key modes of communication at the disposal of the Customer Experience Department.
• Contribute to product development and improvement through continuous feedback collected from clients.
• Daily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
• Design and develop reports and analysis that will assist Retention Team to pin point customer lifecycle trouble spots which require immediate actions.
• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audits and fully complying with organization policies and relevant regulations & legislation.

Key Performance Indicators:

EXPERIENCE & BACKGROUND NEEDED

• University Degree in a Business related field. An MBA would be an added advantage.
• At least 5 years of Customer management experience, with large teams and at least 3 years at senior level.
• Experience of managing and driving service improvement whilst managing multiple stakeholders.
• Experience in aftersales, customer lifecycle, systems and procedures. Ability to effectively present strategy, performance reports and respond to questions from team members, groups of managers, customers and business partners.
• Knowledge and experience in reading, analyzing, and interpreting statistics and customer behavior.
• Experience in writing reports, business correspondence, and procedure manuals.
• Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

OTHER VITAL QUALITIES

• Results- oriented, self-drive and organized towards attainment of business objectives.
• Ability to project a positive image for him/ herself and the company.
• Good team player with a commitment to value based leadership.
• Credibility and flexibility to deal with people at a variety of levels.
• Highly adaptable and versatile. Ability to handle a high stress environment positively.
• Ability to handle ambiguity and work unsupervised in an unstructured environment.
• Ability to motivate staff through leadership. Ability to create good and strong work ties cross departmentally
• Committed to quality, customer service, equal opportunities and diversity, best practice and best value

How to Apply

Interested candidates to send updated CV to [email protected] with the job title ”Regional Retention Manager Zuku Fiber” as the subject line not later than 7th April 2021.

Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Job Description/Requirements

Wananchi Group (K) Ltd

Job Title: ECare Customer Service Representative

Department: Customer Experience

Location: Nairobi

Employment Status / Type: Permanent

Position Reporting to: Team Leader – ECare & Shops

Manages Others [Yes or No] : No

Titles & Number of Positions Managed: 1

Job Purpose / Summary: CSR E-Care is responsible for providing professional and focused customer assistance internally and externally, serving as a community manager within customer experience.

Reporting to the Team Leader – E-CARE, the CSR will be responsible for:

Customer Support:

• Scanning the various social media platform { Twitter, Facebook, Instagram, YouTube support & shifting emails for Zuku brand for customer contacts with query/complaint and responds attends to the customer, should solve the issue within 15 min and log it in the CRM and Broadhub.
• Assist customers using social media Platforms, online tools, email and phone.
• Follow up frequently with customers throughout the life of their complaint resolution.
• Ability to write, think and work quickly without losing focus.
• Develop a friendly rapport with customers in 140 characters or less.
• Work in conjunction with staff across departments and locations to resolve all raised queries
• Effective management of time and documents.
• Effectively capture voice and customers’ feedback/VOC on day to day basis
• Other responsibilities, as directed (e.g. admin support, attend team meetings and training, etc.)
• If issue can’t be resolved on FCR, the CSR ensures it’s escalated to the Team Leader within 10 min of receipt through call or email and follow up done to ensure feedback has been given within 15 minutes.
• Customer follows up and response time of 15 minutes & 2hours get in touch through call for closure within a minimum of 3 written communication exchanges.
• If escalated issue has not been attended to in an hours’ time even after a follow up with the Team Leader, the executive contacts the Call Centre Manger via call, sms or email on the case.
• The manager should follow-up on resolution to ensure the issue has been attended to.
• Content management on the platform E-Care Platform as shared by marketing team.
• If issue is solved, the CSR ensures that customer is satisfied and asks customer to give feedback through available mechanisms.

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 contact resolution (FCR) Monitor Performance
• Communicating feedback on a daily basis 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 ECare 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:

1. Achieve E-Care SLA’s

• Resolve up to 100% of customer issues while interacting with them
• Response to mails, tweets, posts and chats within a response of 2hrs, 15mins & real time respectively
• 100% Schedule Adherence
• Score a minimum of 98% on QA score monthly.

2. Achieve Daily handled contacts target of 150 .

3. Customer welcomed with enthusiasm for the social media ‘universe’ and relative ease while using it.

4. A standard greeting i.e. Good morning/afternoon should be used when acknowledging customers.

5. Get full understanding of customer’s enquiry.

6. Customer queries/issues with resolution to be recorded in the CRM and BH

7. Educate customers on products and self-help solutions, i.e. Zuku Fiber BOT, Zuku Ussd*502# and Loyalty points to be apprised.

8. Ensure customer satisfaction by adequately answering or resolving their queries.

9. Dedicated customer follow-up to ensure issue closure and customer is happy.

10. Any unresolved customer queries should be escalated immediately and customer updated on progress frequently via call or email

11. Track down time affecting individual/Team performance( system & network )

12. CSR to work as one unit on assigned skill sets alternating as per schedules.

Qualifications

• Minimum of Diploma or Bachelor degree in IT, Electrical/Electronic, Telecoms Engineering
• 2 years of Team Leader experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
• Excellent written and oral communication skills
• Ability to juggle multiple tasks and projects
• Ability to adapt to changing needs and prioritize accordingly.
• Proficient in Microsoft Word, Excel and Outlook
• 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
• Proper email etiquette
• Prior experience in handling difficult customer situation a plus
• Comfortable using social media sites, online forums, blogs, etc. in a business setting
• Ability to type 30+ wpm, experience with 10-key a plus
• Ability to type 30+ wpm, experience with 10-key a plus
• Experience using Hootsuite or other social media monitoring tools

How to Apply

Interested candidates to send updated CV to [email protected] with the respective job titles ”Customer Service Representative – Ecare” as the subject line not later than 6th April, 2021.

Your email application will be considered should you meet the desired qualifications.

Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

Please note that only short-listed candidates will be contacted.

Job Description/Requirements

Wananchi Group (K) Ltd

Job Title: Shop Customer Service Representative

Department: Customer Experience Location: Nbi, Msa, Ksm, Nku

Employment Status: Permanent

Position Reporting to: Team Leader – Shops

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 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 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 Managemen
• 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

• 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 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 candidates to send updated CV to [email protected] with the respective job titles ”Customer Service Representative – Shops” or ”Customer Service Representative – Ecare” as the subject line not later than 6th April, 2021.

Your email application will be considered should you meet the desired qualifications.

Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

Please note that only short-listed candidates will be contacted.