Job Title: Customer Service Representative
Hiring Organization: Poa Internet
Location – Locality: Nairobi
Location – Region: Kenya
Industry: IT
Job Type: Full Time
Salary: KES
Date Posted: 06/04/2024
Mission
Statement for the Role:
To be the
face of Poa Internet on a daily basis for customers reaching out to us through
our omni-channel customer experience avenues.
Overall
Responsibility:
Receive,
document and resolve inbound requests from customers, through all our inbound
communication channels-voice, WhatsApp, Facebook, twitter and chat on a daily
basis.
Key SMART Results for A-Player Success:
Poa
customer experience is known across Kenya for being able to understand customer
expectations and foster customer loyalty through exceptional customer care- By
the end 2024
Poa
customer experience is known for their empathy, response time and ability to
solve customer complaints clearly and efficiently – By the end 2024
Poa
customer retention team are known internally as the team that collaborate and
seek help to resolve the customer inquiries as rapidly as possible- By the end
2024
Poa
customer experience agents are acknowledged by our users on Social Media as a
department that cares about solving their problems- By the end 2024
Poa
customer service teams follow a unified troubleshooting strategy for delivering
consistent and measurable results – By the end 2024
Key
Competencies
Clear,
empathetic written and verbal communication skills
Ability
to solve problems on multiple planes
Attention
to detail – troubleshooting and resolution is an observer game – being able to
identify and spot problems is a key to success in the role.
Time
management-the ability to resolve specified tasks within the allotted timeline.
The
ability to ask for help – knowing when and how to ask for help internally and
with other departments to resolve a customer’s inquiry.
Ability
to remain calm even when the customer is upset. Keeping the tempo of the
conversation positive in light of challenges.
Digital
and computer literacy
Social
media competency
Mandatory
Criteria with no exceptions to hire:
Minimum
of 1–2 years experience in Customer Service environment.
Must have
exceptional customer service, telephone etiquette, communication skills and
working knowledge of the latest technology.
