Branch Customer Service Representatives



Branch Customer Service Representatives



 
















ORGANISATION BACKGROUND:



Our Client provides a multi-channel pay-tv and subscriber management services in 49 African countries including; Kenya, Ghana, Uganda, Nigeria, Tanzania, Zambia, Namibia, Botswana and Mozambique. The company promotes the creation, showcasing and building up of local African talent. As an African business the organization has bought both social and economic benefits to the communities in which it operates, in terms of access to information and job opportunities.






 














































POSITION


   

Title:



Branch Customer Service Rep



Division:



Operations Department



Job Grade:


 

Level of Work



1



Location:



Kenya



Reports to:



Branch Supervisor



Advert Date:



15/11/2018



Direct reports



NA



Closing Date:



24/11/2018






 
















ORGANISATION CHART


 














 
















PURPOSE OF THIS ROLE


 

To provide first level support to customer queries received directly at the branch.






 
















KEY ACCOUNTABILITIES, MEASURES & CONTACTS



The key accountabilities, interfaces and measures of this role is further elaborated below:


 

Key Responsibilities;





  • Responding to customer inquiry calls quickly assessing the customer needs and problems in order to deliver an ideal solution.




  • Follow up on customer inquiries not immediately resolved




  • Perform an on-line and physical trouble shooting of decoders, identify problems, give technical advice, and file service requests and follow-up on scheduling.




  • Create an efficient easy to use customer account file for invoicing which encourage frequent use by customers.




  • Working in a busy banking hall that involves collection of subscription from customers and doing and end of day balancing of cash, credit cards and cheques collected.




  • Provision of technical support including swapping decoders




  • Provide customers with product and service information




  • Up-selling of new and existing products and services




  • Identify, research and resolve customer issues using the computer system




  • Research billing issues and passing of journals in case of wrong billing




  • Research misplaced payments




  • Recommend process improvements




  • Collection of subscription from clients




  • Attending to clients with decoder related queries






 




 
















QUALIFICATIONS & EXPERIENCE


 

The incumbent is required to have the following qualifications and experience level:





  • Minimum first degree in social sciences and/or a business related field




  • 1 to 2 years’ experience in a Call-Centre or frontline service experience






 








 
















SKILLS & ABILITIES


 

The incumbent should have demonstrated the following competencies:





  • Initiative




  • Drive




  • Approachability




  • Time Flexibility




  • Service Orientation




  • Resilience




  • Good Judgement




  • Initiative




  • Self confidence




  • Integrity








 






 
















BEHAVIOURAL COMPETENCIES


 

The incumbent is required to have the following behavioral competencies:





  • Problem Solving





Identify with and understand the problem at hand; develop a clear action plan to address the problem by involving people; systems affected by the same problem; identify the right resources/action points to mitigate the problem. Ensure follow up where necessary until issue resolution.


 



  • Communication





Provide clear and understandable explanations of insights and ideas. Enhance communication through the use of appropriate gestures and body language. Respond to others with courtesy, tact and effectiveness while maintain confidentiality at all times.


 



  • Customer Service Orientation





Focuses on meeting the needs of the customer by addressing concerns raised through cases, email and other departments with priority.






 




















 
















FUNCTIONAL COMPETENCIES


 

The incumbent is required to have the following functional competencies:





  • Communication – Oral





Ability to convey information orally to individuals or groups to ensure that they understand the message.  Ability to listen and respond appropriately to information from others.


 



  • Client/Customer Service:





Ability to develop and maintain strong relationships with clients (those who buy goods and services, and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs.


 



  • Teamwork





Ability to actively participate as a member of a team to move toward the completion of goals.


 



  • Coordination - Work:   





Ability to follow instructions through a standard work process.  Ability to perform routine tasks Ability to check work for accuracy before completion of tasks.


 



  • Technical Knowledge





Ability to differentiate between the different satellite technologies.




 




 
















PERSONALITY ATTRIBUTES


 

The incumbent is required to demonstrate the following personality attributes:





  • Evaluative thinking style: critically evaluates information, looks for potential limitations, and focuses upon errors.




  • Well-organized: organization skills are key in helping juggle between tasks. Business desk team has to handle escalations from touch points while also logging cases with third party support and following up on them.




  • Critical and logical thinking: thought process needs to be consistent and logical when resolving issues escalated to the desk






 


 



Applicants should submit their CV’s (clearly marked “Branch Customer Service Representative”) on the subject line to: jacqueline.mulama@cdl.co.ke.  Closing date for the applications is on 24th November 2018