Vacancies in Wananchi Group, Kenya 2019
Career Employment Kenya: Vacancies in Wananchi Group, Kenya 2019
Job Description: Today Work Kenya

Wananchi Group (K) Ltd

Job Title: Team
Leader, Retention
Department: Customer Experience
Location: Nairobi, Kenya
Employment Status / Type: Full-time

Position Reporting to: Head of Customer Experience

Number of Positions Managed: 3
Responsible for leading a team in the
design, implementation and execution of strategies that drive customer
retention, loyalty, share and revenue growth.
Make recommendations to improve on
subscriber billing, payment channels and posting, retention processes and
exposure to risk
Defining and measuring Customer
Satisfaction and Promoter KPI’s, identifying risks and opportunities and
implementing improvement plans.
Manage service support for medium
value base and resources & KPI’s dedicated to the segment
Designing programs that strengthen
customer relationship, proactively minimize non payer customers, increase
customer retention and minimize churn through customer win-backs.
Leading the customer base analytics,
identifying opportunities, designing and implementing up-selling/cross-selling
campaigns that increase customer share and sustainable revenue growth.
Provide daily, weekly, monthly,
quarterly and annual reports on customer retention activities to keep HOD and
management updated, and to support informed decisions on revenue/retention
Key Performance Indicators:
Achieve budgeted financial goals in
the key customer retention KPI’s (timely payment, non-payer disconnects, churn,
Lead the creation of different
Customer Experience feedback tools. Define, plan and execute Customer
Satisfaction Surveys and Promoter 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
Research, analyze and monitor metrics
and customer segments to uncover and capitalize on retention, win-back,
up-selling and arpu enhancement opportunities.
Design specific campaigns, in
collaboration with Marketing, which will be used for retention and upgrade.
Implement the campaigns and measure results taking corrective actions to ensure
targets are met.
Establish campaign objective’s, workforce
size and budgets, measure results and provide the ad hoc reporting for the
platforms management.
Lead the loyalty and retention
functions to build diagnostic, descriptive and predictive models, creating
proactive and reactive loyalty and retention strategies and programs.
Deliver appropriate in-depth
analytics to understand the levers that drive customer churn.
Through the customer base analytics
monitor product life cycle propose refinement in pricing & product and
determine possible Support models based on customer segmentation and customer
Define, plan and execute Customer
Satisfaction Surveys and Promoter type KPI’s, lead the analysis of results and
provide stakeholders with meaningful information that enable them to define
improvement plans.
Build diagnostic, descriptive and
predictive models that provide the appropriate data to create proactive and
reactive loyalty and retention strategies and programs. Deliver appropriate
in-depth analytics to understand the levers that drive customer churn.
Drive the CRM-based analysis of
customer related information -demographic, business and behavioral for the
identification of loyalty and retention strategies, cross & up selling
opportunities and data feedback for product definition and improvement in other
functional areas.
Lead the customer base analytics to
provide relevant information by customer segmentation and customer value that
enables monitoring of product life cycle to.
Ensure that 100% of the collections
are done on each account.
Monitors monthly payment plans of
companies with unique billing plans.
A university Degree in a Business
related field
Sale/Customer Service background
MS Office, ERP
Customer centric, self-drive, sales
2 years’ leadership in service industry
Understanding customer Retention
Interested and qualified candidates
to submit their application including a detailed CV and day time telephone
contact to on or before 29th May 2019
The subject line Team
Job Title: ECare Customer Service Representative
Department: Customer
Employment Status / Type: Permanent
Position Reporting to: Team Leader – Ecare & ECares
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
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
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
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
Using effective communication skills
Resolving all complaints, concerns
and issues in a timely and diplomatic manner ,
Conduct activities in a professional
Demonstrating knowledge of Wananchi
DTH, Fiber & WBS expectations, e.g. internal standards or service level
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
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
Determining when a problem requires
action from higher level of authority
Participate in regular team meetings
Key Performance Indicators:
Achieve E-Care SLA’s
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.
Achieve Daily handled contacts target of 150 .
Customer welcomed with enthusiasm for the social media ‘universe’ and relative
ease while using it.
A standard greeting i.e. Good morning/afternoon should be used when
acknowledging customers.
Get full understanding of customer’s enquiry.
Customer queries/issues with resolution to be recorded in the CRM and BH
customers on products and self-help solutions, i.e. Zuku Fiber BOT, Zuku
Ussd*502# and Loyalty points to be apprised.
Ensure customer satisfaction by adequately answering or resolving their
Dedicated customer follow-up to ensure issue closure and customer is happy.
Any unresolved customer queries should be escalated immediately and customer
updated on progress frequently via call or email
Track down time affecting individual/Team performance( system & network )
CSR to work as one unit on assigned skill sets alternating as per schedules.
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
Ability to maintain productivity
under pressure and to multitask effectively
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
Ability to type 30+ wpm, experience
with 10-key a plus
Experience using Hootsuite or other
social media monitoring tools
and qualified candidates to submit their application including a detailed CV
and day time telephone contact to on or before 29th May
subject line Customer Service Representative – Ecare
Group is an equal opportunity employer and will offer competitive remuneration
and benefits to the right candidate.
short-listed candidates will be contacted.

Canvassing will lead to automatic disqualification.