We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries, yet 4.4 billion people worldwide are still unconnected, and many more are poorly serviced. …
Customer Service Representative-Retention
Mission Statement for the Role:
To be the face of Poa Internet daily for customers reaching out to us through our omnichannel customer experience avenues.
Overall Responsibility:
Receive, document, and resolve inbound customer requests through all our inbound communication channels-voice, WhatsApp, Facebook, Twitter and chat daily.
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 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 retention team is known internally as the team that collaborates and seeks 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:
- Clear, empathetic written and verbal communication skills
- Ability to solve problems on multiple planes
- Attention to detail, troubleshooting, and resolution are part of an observer game. Identifying and spotting problems is the 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. They are 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.
Please apply on the official website using the link(s) below
