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, Whats App, Facebook, twitter and chat on a daily basis.
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
Key SMART Results for A-Player Success
- Poa! Customer Experience is known across Kenya for being able to be reached on any channel the customer needs to reach us; phone, social media, Whats App, email or chat.
- Poa! Customer Experience is known for its empathy, response time and ability to solve customer complaints clearly and efficiently.
- Poa! Customer Experience shift teams are known internally as the teams that collaborate and seek help to resolve the customer inquiries as rapidly as possible.
- Poa! Customer Experience representatives are acknowledged by our users on Social Media as a department that cares about solving their problems.
- Poa! Customer Experience teams follow a unified troubleshooting strategy for delivering consistent and measurable results
Mandatory Criteria if Any with no exceptions to hire.
- Minimum of 1-2 years experience a in Customer Service environment
- Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology
Please apply on the official website using the link(s) below