Vacancies in Wananchi Group, Nairobi, Kenya 2019
Career Kenya: Vacancies in Wananchi Group, Nairobi, Kenya 2019
Employment vacancy : Today Recruitment Kenya

Wananchi Group (K) Ltd

Job Title: E-Care
Customer Service Representative
Department: Customer Experience
Employment Status / Type: Permanent
Position Reporting to: Team Leader – Ecare & Shops

Number of Positions Managed: 1

Job Purpose / Summary: Reporting to Team Leader – Ecare, the Customer Service
Representative E-Care is responsible for providing professional and focused
customer assistance internally and externally, serving as a community manager
within customer experience.
He/she will be responsible for:
Scanning the various social media
platforms including Twitter, Facebook, Instagram, YouTube, WhatsApp/AAR support
needs & shifting emails for customer contacts with query/complaint,
attending to the customer and resolving issues raised within 15 min;
Assist customers using social media
Platforms, online tools, email and phone.
Follow up frequently with customers
throughout the life of their complaint(s)
Develop a friendly rapport with
customers in 140 characters or less.
Work in conjunction with staff across
departments and locations to handle all customer queries
Effectively capture voice of the
customer and feedback/VOC on day-to-day basis
If issue has not been resolved on
FCR, the CSR ensures it’s escalated to the Team Leader within 10 minutes of
receipt through call or email and follow up done to ensure closure and feedback.
Adhering to SM TATs
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 for intervention.
SM Content management on 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
Other responsibilities, as directed
(e.g. admin support, attend team meetings and training, etc.)
Use effective communication skills to
resolve all complaints, concerns and issues in a timely and diplomatic manner
Demonstrating knowledge of Wananchi
DTH, Fiber & WBS expectations, e.g. internal standards or service level
Setting priorities to ensure continual
Delegate appropriate tasks in an
effective manner
Understand & practice the
importance and impact of first contact resolution (FCR)
Communicate feedback on a daily basis
as a positive continuous improvement as an aspect of customer support
Provide constructive feedback to
immediate manager on individual/ team performance
Ensure complaints/concerns are
resolved or escalated in a timely manner –
Manage E-Care volumes such as peak
Being resourceful in finding
information relevant to the industry trends and historical data
Provide timely notifications to
management of negative trends, urgencies, or extent of required follow up
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
Ability to adapt to changing needs
and prioritize accordingly.
Proficient in Microsoft Word, Excel
and Outlook
Must have superior coaching,
leadership and interpersonal skills
Punctual, regular, and consistent
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
Experience using Hootsuite or other
social media monitoring tools
Job Title: IT
Helpdesk Assistant
Department: I.T.
Employment Status / Type: Full Time
Position Reporting to: IT Manager
Job Purpose / Summary: Reporting to IT Manager, the IT Help Desk Assistant will
assist in the management of all day-to-day IT issues including LAN related
activities, office automation issues and Business application support for the
Wananchi Group Staff.
Timely Resolution of Service Desk Requests
User end LAN support and
Office application installation &
Hardware preventative maintenance and
System User management
Process documentation
System Upgrades
The ideal candidate will have
excellent IT skills, including Microsoft Word, Excel, Outlook and Internet.
The ability to communicate
effectively and handle telephone calls proficiently is essential, just as
administrative role experience.
Able to deal confidently with a wide
range of people in difficult circumstances.
Ability to diagnose & solve
problems in an efficient manner.
Ability to demonstrate experience of
effective communication with customers via a range of different channels.
Attention to detail.
Possess a confident &
professional manner with strong interpersonal skills.
Confidence to engage with staff on
all levels, self-motivated & capable of working on own initiative as well
as part of a small team.
Good understanding of Microsoft
Good working knowledge of browser
Academic & Experience Required:
Bachelor’s Degree in IT or related
field from a recognized university.
1-year relevant experience
Ability to work under high pressure
Be honest, flexible, committed and
fast learner
Integrity and personal organization
planning skills
Key Performance Indicators
Response time to helpdesk tickets
Ticket closure
Submission of daily/weekly/monthly
Interested and qualified candidates to submit their
applications including a detailed CV and day time telephone contact to on or before 27th December, 2019
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.

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