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, WhatsApp, 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, WhatsApp, 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.