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 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 2024
• Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – By the end 2024
• Poa customer retention team are known internally as the team that collaborate and seek help to resolve the customer inquiries as rapidly as possible- By the end 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 2024
• Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – By the end 2024

Requirements

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

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.