The job holder will be expected to: –

Identify customer problems of a technical nature that are relevant for technical organization’s quality improvement.
Investigate and design ad hoc reports that can assist the technical team.
Undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.
Act as a liaison between the Cs... Team and the NOC, Engineering and technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer related problems.
Ensure 100% retention of all handled customers on their next due date.
Win back customers on Non-Paying disconnect and churn, by resolving their technical challenges to ensure customer satisfaction.
Upsell services to the customers to ensure increase of revenue.

Key Roles:

Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, METRO, MPLS, WiMAX, 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 and understanding of the Network which can be presented to the technical team for continuous improvement of customer issues.
Act as a liaison between the technical team and CS team on customer issues reporting.
Log and follow-up on faults with internal / external suppliers.
Good knowledge of the troubleshooting systems 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 Technical Support Team Leader.
Any other duty that may be assigned.

Experience and Background Required:

Technical background is required with B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related field.
Good understanding of all the troubleshooting systems within the organization.
Good understanding of the METRO, MPLS, HFC, GPON and Satellite networks.
CCNA /CCNP practical knowledge of its application and certification is an advantage.
Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
Experience in a triple play company would be an added advantage.
Experience in Onsite support and maintenance is an added advantage.
Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures.
Experience in writing reports. Proficient in MS Office – specifically Excel, Word, PowerPoint.
Ability to effectively present information and respond to questions from groups of managers, clients and customers.
Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists. more

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 more

Key responsibilities:

Supervision of Service Support Team to ensure right Skilling
Service recovery for individual customer and customer base
Data Analysis, Reporting and Feedback
Process Improvements
Collaborating and Business Support
Training and Team Leadership.

Experience and Background Required:

Technical background is required with B.Sc. degree in IT, Engineering, Computer... Science, Computer Technology or related field.
Good understanding of all the troubleshooting systems within the organization.
Understanding of HFC, GPON, VSAT, WIMAX, METRO and MPLS networks is an added advantage.
Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
Good Knowledge of advanced IPv4 & IPv6 networks.
Ability to work with multiple operating systems i.e. MACOSX, Windows and Linux.
Proficient in common troubleshooting tools such as CACTI & SOLARWINDS.
Understanding of DOCSIS2, DOCSIS3, GPON & Routers from different vendors.
Experience in a triple play company would be an added advantage.
Experience in Onsite support and maintenance is an added advantage.
Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures.
Experience in writing reports. Proficient in MS Office – specifically Excel, Word, PowerPoint.
Ability to effectively present information and respond to questions from groups of managers, clients and customers.
Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

Other Desirable Qualities;

Planning and organization skills with focus to delivering desired results
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; and ability to create good and strong work ties cross departmentally
Ability to handle ambiguity and work unsupervised in any environment.
Ability to motivate staff through leadership and handle high stress environment positively.
Committed to quality, customer service, equal opportunities and diversity, best practice and best value more

Key Performance Indicators:
Compliance on Time to Repair SLA’s as defined by the company policies

All outages to be resolved within the defined SLA (Critical, Major and Minor). i.e. Power, Coax and fiber cut, and FEC and Noise
Proactively escalate issues of concern to supervisor or relevant authorities timely and accurately
Display teamwork and contribute to overall team... performance.
Continuously improve skills through self-training on relevant areas, 2 major skills per.
Ensure all allocated tools and equipment are in safe and good condition. Report any for replacement or calibration.
Observe set out compliance health, safety and environment guidelines.

Skills & Qualifications

Degree or Diploma in Telecommunications
3 years experience and knowledge of HFC and GPON Networks
Self motivated
Team Player more

Key Roles:
Key Responsibilities will include:

Achieve budgeted business goals in the key customer retention KPI’s (revenue, paying base, ARPU, timely payment, NPD/Churn reversals, non-payer disconnects, churn).
Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Satisfaction Surveys and NPS type KPI’s, analyzing results and implementing... improvement plans.
Develop a detailed strategic roadmap that leads toward the implementation of a continuous enhancement of customer satisfaction.
Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and ARPU enhancement opportunities.
Manage the team to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.
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.
Tie retention to customer support touch points in an effective and efficient manner so as to provide a seamless and one point of support to all our 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.
Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.
In conjunction with the Retention Manager, agree on challenging performance objectives and measures for the team, providing regular feedback on achievements and opportunities to improve.
Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.
Assisting the marketing team in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication
Contribute to product development and improvement through continuous feedback analysis collected from clients.

Key Performance Indicators:
Experience & Background Needed

University Degree in a Business related field. An MBA would be an added advantage.
At least 7 years of Customer management experience, with at least 3 years at senior level.
Experience of managing and driving service improvement whilst managing multiple stakeholders within a similar contact centre
Experience in Call Centre Service Activities, systems and procedures
Knowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.
Experience in writing reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from peers, management and customers.
Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists. more