Job Title: Customer Service Trainee
Hiring Organization: Poa
Internet
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Internet
Service Provider
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/26/2024
We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of a Customer Service Trainee in our Customer Experience Department.
At Poa,
we pride ourselves on being a values-driven company and we love working with
values-driven employees. Poa’s vision is “Internet in every home in Africa”. To
achieve this vision, we live by our values, captured in the acronym, We
CONNECT. At Poa, we: Create a better world for the people we serve, Open our
eyes to problems and opportunities, Never stop learning never stop moving
forward, Name it, own it , solve it, Engage with the bigger picture even in
details, Care about each other and Tujienjoy kazini.
Mission
Statement for the Role:
To be the
face of Poa Internet, on a daily basis for customers reaching out to us through
our omnichannel customer experience channels.
Overall
Responsibility:
Receive,
document and resolve inbound requests from customers, through all our inbound
communication channels- voice, whatsapp, social media and chat on a daily
basis.
Key
SMART Results for A-Player Success
- Poa
customer experience is known across Kenya for being able to reached on any
channel the customer needs to reach us, phone, social media, whatsapp,
email or chat – By the end of 2024
- Poa
customer experience is known for their empathy, response time and ability
to solve customer complaints clearly and efficiently – By the end of 2024
- Poa
customer experience shift teams are known internally as the teams that
collaborate and seek help to resolve customer inquiries as rapidly as
possible- By the end of 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 of
2024
- Poa
customer service teams follow a unified troubleshooting strategy for
delivering consistent and measurable results – By the end of 2024
Key
Competencies (H, M, L)
- Clear,
empathetic written and verbal communication skills – H
- Ability
to solve problems on multiple planes – H
- 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 – M
- Time
management: The ability to resolve specified tasks within the slotted
times – H
- 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 – M
- Ability
to remain calm even when the customer is upset. Keeping the tempo of the
conversation positive in light of challenges – H
- Digital
and computer literacy – H
- Social
media competency – H
- Mandatory
Criteria if Any with no exceptions to hire
- Must
have a learning and growth mindset
