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
Department stage of development where this role sits
Scaling
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
