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Customer Service Trainee

Poa Internet
Nairobi, Kenya
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Posted:Dec 3 By:Hiring Kenya

Company Details
Name:Poa Internet
Industry: Internet
Website: http://www.poa.co.ke/
Description: 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 around the world are still unconnected and many more are poorly serviced. At poa! we believe everyone deserves access to the internet and it should not be limited to the privileged few. Our poa! Internet service provides wireless broadband to low income and rural communities across East Africa, offering individuals and small businesses highly affordable Internet access. poa! brings significant social benefit to the communities we serve by offering free access to digital content including educational and health materials as well as generating substantial employment opportunities.
Job Description

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.

Financial

  • None

People

  • None

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 Q1 2025
  • Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end of Q1 2025
  • 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 Q1 2025
  • 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 Q1 2025
  • Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end of Q1 2025

Level of Management Experience Required (Mandatory & Nice to Have)

  • None

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
Education: Degree, Diploma
Employment Type: Full Time

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