Department: Customer Experience
Employment Status: Permanent
Position Reporting to: Team Leader – Supervisor Shops
Manages Others: No
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 and TL 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 via call, sms or email on the case.
The manager should follow-up on resolution to ensure the issue has been attended to.
Promoting Zuku Brand:
Shop to be branded with the Zuku logo and colours
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# to be updated
Always ensuring customer satisfaction by adequately answering or resolving their queries.
Dedicated customer follow-up to ensure issue closure and customer is happy.
Sessions with customers should not be interrupted.
In case of unavoidable interruption, customer should be apologized to.
Any unresolved customer queries should be escalated immediately and customer updated on progress frequently- VOIP phones in the office to be used to call customers
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:
All 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.
The requisition form is then signed by HOD CE. Retail Shop Team leader forwards this to Head of Procurement for approval. This is fowarded to Warehouse for execution.
On execution a copy of delivery note acknowledged by Retail Shop Team Leader and a copy is left with the Warehouse team.
Asset Management:
All assets for the Retails Shops to be purchased through Zuku procurement department.
The official requisition process to be followed. Requests for requisition of Retails Shop assets to be raised by the Retails Shop Team Leader and approved by the HOD Customer Experience.
Payment
Payment of all the assets shall be done through procurement as per the set guidelines
Issuance to Retails Shop
Any procured asset after capitalization is issued to the Retails Shop and confirmation of receipt signed by the Manager incharge.
Inventory
Quarter inventory of assets is to be done for all Retail Shops.
Incase of any missing items, the issue is reported to the Management 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 expectations, e.g. internal standards or service level agreements
Setting priorities to ensure continual satisfaction
Delegate appropriate tasks in an effective manner
Demonstrating knowledge of impact of providing professional service to 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
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% Schedule Adherence
Score a minimum of 90% on QA score for the Month
Qualifications
Minimum of bachelor degree in IT
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 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
Must have superior coaching, leadership and interpersonal skills
Punctual, regular, and consistent attendance
Tact, diplomacy and sensitivity
