Customer Service Trainee

Role Overview

In this customer support role, you will be the human link between Poa! and the people who rely on its services. You will handle incoming questions and problems across multiple service channels, using the available tools and processes to find resolutions or bring in the right colleagues when needed. The role matters because every accurate, empathetic interaction strengthens customer confidence and feeds real-world insight back into how the service is delivered.

Key Responsibilities

• Respond to customer enquiries and issues through the service channels used by Poa!, maintaining a professional, timely, and empathetic tone.
• Ask clarifying questions and listen closely so you understand the full context before deciding how to help.
• Resolve common customer problems using approved tools, processes, and knowledge resources.
• Decide when a problem needs deeper troubleshooting, when it should be escalated, and when a follow-up is required to confirm resolution.
• Collaborate with teammates and other internal teams to unblock customer issues that cannot be solved alone.
• Record customer interactions, actions taken, and final outcomes accurately in the relevant systems.
• Notice patterns in repeat complaints or recurring questions and share those observations with the team so the customer experience can improve.
• Represent the Poa! brand positively and consistently follow customer service and quality standards.

Requirements & Qualifications

• KCSE certificate minimum; a Certificate, Diploma, or Degree in any field will also be considered.
• At least six months of exposure to a work environment.
• Strong written and verbal communication skills, with the ability to explain things clearly and confidently.
• Empathy and active listening skills — you take time to grasp what a customer actually needs rather than rushing to a reply.
• Problem-solving ability and comfort working through unfamiliar issues step by step.
• Composure under pressure, including during difficult or high-emotion conversations.
• Attention to detail, especially when updating records and following processes.
• Team-oriented approach and willingness to ask for help when needed.
• Confidence using computers, smartphones, social media, and digital communication tools.
• Openness to feedback, coaching, and continuous learning.
• Previous experience in a customer-facing role is an added advantage.

What We Offer / Why Join

• Structured training and ongoing coaching to build your customer service, problem-solving, and digital skills.
• A collaborative environment where you work closely with colleagues and other teams to solve customer problems.
• The opportunity to represent the Poa! brand and contribute ideas that shape a better customer experience.
• A role that suits people who are eager to learn, adapt, and grow in a customer support career.