Deadline of this Job: 29 November 2022
JOB DETAILS:
Job Purpose / Summary:
Shop CSR is responsible in providing professional and focused customer service both internally and externally.
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
The job holder will be responsible for developing Burn’s customer experience strategy and delivering a seamless customer experience across all stages and touchpoints in the customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency, and profitability.
Duties and Responsibilities:
• Drive a Customer First culture and enhance customer-centricity awareness to manage the strategic delivery of service excellence across all company channels and business units,
• Implementation of collaborative action plans to drive the strategic delivery of the company strategy for delighting the customer in coordination with marketing and other key functional leaders,
• Oversee the end-to-end contact center engagements and retention (scope design, partner sourcing/onboarding, and operational management of call center operations to attain company-defined standards),
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across all customer stages, channels, and touchpoints within the customer journey,
• Champion the “Voice of the Customer “Initiative – project manage the proactive initiatives aimed at sharing customer feedback/insights, customer experience improvement activities
• Build and create a team of top-quality business analysts and customer experience specialists with deep domain expertise in customer experience journeys,
• Enable a two-way stream with customer-facing teams by – collecting feedback from customer-facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers to align with the larger CX strategy,
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience,
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.
• Be the lead resource person and trainer in Carbon projects monitoring in-country and overseas among other such needs with some of the expected outcomes being, training reports, supporting documentation, remote calls evidence, monitoring reports, etc.
• Coordinate with the Carbon department in conducting required data quality audits (QA/QC) post-distribution during project implementation from distribution to issuance to ensure compliance with Carbon standards.
KPIs
• Positive growth of Net Promoter Score,
• Positive improvements in Customer Turn Around Time (TAT) and Efficiency Scores for Customer Service,
• Contact Center Metrics to be within accepted best practice standards (call abandonment rate to be at 5%, Average Handling Time, budget management (agent – cost rations to be within best practice benchmarks), call reduction initiatives (reduce calls to Contact Center),
• Customer Experience Project Execution (projects are delivered within signed-off time/scope/cost).
Skills and Experience:
• Bachelor’s degree in sales & marketing, or a related field is desirable.
• Minimum of 8-10 years of experience in customer experience with a proven record of developing customer-facing strategies which drive customer satisfaction, after-sales management, and revenue contribution within different geographies in Africa,
• Experience or training in data analysis and visualization.
• Ability to interact at the senior management level, proactively advocating for solutions and managing the customer escalation process,
• Experience in working with senior teams to develop, & execute the customer experience strategy of a mid-size or large corporation with operations in different geographies,
• Demonstrate the ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity (utilization),
• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality,
• Experience leading in a fast-paced environment (preferably in a sales organization or high-tech organization), partnering with senior business leaders,
• Superior verbal and written communication skills, with an emphasis on tact and diplomacy,
• Business-driven, people-focused, with exceptional influencing skills; excellent organizational, multi-tasking, presentation, and time-management skills,
• Passion for social enterprise, development of people, and environmental benefit
GRADE 5 MUST/ADM/30/22
Applicants must have:
• Diploma in Communication, Customer Service, Public Relations or equivalent qualification from a recognized institution.
• Working experience with corporate communication tools e.g. web, social and print media.
• Proficiency in computer applications MS Office.
• Three years’ experience in Grade 4.
JOB DETAILS:
Job Purpose / Summary:
Shop CSR is responsible in providing professional and focused customer service both internally and externally.
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
Deadline of this Job: 09 December 2022
JOB DETAILS:The job holder will be responsible for developing Burn’s customer experience strategy and delivering a seamless customer experience across all stages and touchpoints in the customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency, and profitability.
Duties and Responsibilities:
• Drive a Customer First culture and enhance customer-centricity awareness to manage the strategic delivery of service excellence across all company channels and business units,
• Implementation of collaborative action plans to drive the strategic delivery of the company strategy for delighting the customer in coordination with marketing and other key functional leaders,
• Oversee the end-to-end contact center engagements and retention (scope design, partner sourcing/onboarding, and operational management of call center operations to attain company-defined standards),
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across all customer stages, channels, and touchpoints within the customer journey,
• Champion the “Voice of the Customer “Initiative – project manage the proactive initiatives aimed at sharing customer feedback/insights, customer experience improvement activities
• Build and create a team of top-quality business analysts and customer experience specialists with deep domain expertise in customer experience journeys,
• Enable a two-way stream with customer-facing teams by – collecting feedback from customer-facing teams to derive meaningful insights for improvements and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers to align with the larger CX strategy,
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience,
• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels.
• Be the lead resource person and trainer in Carbon projects monitoring in-country and overseas among other such needs with some of the expected outcomes being, training reports, supporting documentation, remote calls evidence, monitoring reports, etc.
• Coordinate with the Carbon department in conducting required data quality audits (QA/QC) post-distribution during project implementation from distribution to issuance to ensure compliance with Carbon standards.
KPIs
• Positive growth of Net Promoter Score,
• Positive improvements in Customer Turn Around Time (TAT) and Efficiency Scores for Customer Service,
• Contact Center Metrics to be within accepted best practice standards (call abandonment rate to be at 5%, Average Handling Time, budget management (agent – cost rations to be within best practice benchmarks), call reduction initiatives (reduce calls to Contact Center),
• Customer Experience Project Execution (projects are delivered within signed-off time/scope/cost).
Skills and Experience:
• Bachelor’s degree in sales & marketing, or a related field is desirable.
• Minimum of 8-10 years of experience in customer experience with a proven record of developing customer-facing strategies which drive customer satisfaction, after-sales management, and revenue contribution within different geographies in Africa,
• Experience or training in data analysis and visualization.
• Ability to interact at the senior management level, proactively advocating for solutions and managing the customer escalation process,
• Experience in working with senior teams to develop, & execute the customer experience strategy of a mid-size or large corporation with operations in different geographies,
• Demonstrate the ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity (utilization),
• Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality,
• Experience leading in a fast-paced environment (preferably in a sales organization or high-tech organization), partnering with senior business leaders,
• Superior verbal and written communication skills, with an emphasis on tact and diplomacy,
• Business-driven, people-focused, with exceptional influencing skills; excellent organizational, multi-tasking, presentation, and time-management skills,
• Passion for social enterprise, development of people, and environmental benefit
Deadline of this Job: 29 November 2022
JOB DETAILS:GRADE 5 MUST/ADM/30/22
Applicants must have:
• Diploma in Communication, Customer Service, Public Relations or equivalent qualification from a recognized institution.
• Working experience with corporate communication tools e.g. web, social and print media.
• Proficiency in computer applications MS Office.
• Three years’ experience in Grade 4.