Job Description
Department: Customer Experience
Location: Gateway Park
Position Reporting to: Technical Support Manager
Manages Others: No
Titles & Number of Positions Managed: N/A
Job Purpose / Summary: CSR is responsible for providing professional and quality customer service both internally and externally.
Reporting to the Technical Support Manager, the CSR will be responsible for:
Customer Support at designated touch points (Inbound, Outbound, Emails, Escalations ):
Customer calls; emails; outbound calls; escalations: CSR gets full understanding of customer’s enquiry, provides full customer support for all fiber services on first contact, solves the issue and logs it on CRM and Wincable.
If the issue is resolved, the CSR ensures that customer is satisfied and confirms the customers contact details.
If issue can’t be resolved during the interaction, it is escalated by the CSR to the CE leader and followed up through the proper channels until resolution.
Take full ownership of customer cases handled and ensures proper handover for unresolved cases at end of day.
Ensure customer satisfaction with service and quality of support provided.
Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations.
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 Zuku Fiber service standards or service level agreements
Demonstrating knowledge of impact of providing professional service to Customers
Understanding the importance and impact of first call resolution (FCR)
Working with the CE leader on performance improvement as an individual and with the team as a whole
Ensuring complaints/concerns are resolved or escalated in a timely manner
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
Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.
Updating client comments, complaints, reports and compliments on all relevant Wananchi Systems
The job holder will be expected to identify and highlight to the supervisor, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs.
Work with immediate CE leader on team rosters.
Provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
Track and monitor the customer problem exceeding the agreed SLA’s and escalate to the required level of management until complete resolution.
Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.
Daily monitoring and reporting on the intake of customer problem by type, root cause, SLA compliance, average closing time and average pending time.
Enhance customer loyalty and upsell accordingly.
Key Performance Indicators:
Achieve Support Center SLA’s
Achieve 98% first call resolution (FCR)
100% correct CRM capture
100% Schedule Adherence
85% timely payers in account management
Score a minimum of 98% on QA score for the Month
Other KPIs
Efficiency
Good Handle rate
Calls per Customer
Average Handle Rate
Escalation Resolutions
Experience and Background Required:
2yrs experience in a busy Contact Center, supporting internet/technology driven services
Understanding of – IP networks; the contention ratios in the network; Metro Ethernet networks
Troubleshooting skills e.g. on CMTS configuration, IP assignment (DHCP services) is an added advantage
Understanding of the basic GPON network design & structure is an added advantage
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.
Proficiency in MS Office – specifically Excel, Access, Word, PowerPoint.
Ability to effectively present information and respond to questions from management, peers and customers.
Ability to handle service delivery and service assurance processes and structures in a large telecommunications environment.
Self-driven, customer centric and team player.
