Mission Statement for the Role: 

• To the be face of Poa Internet, on a daily basis for customers reaching out to us through our omnichannel customer experience channels.

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.

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 – End 2023
• Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – End 2023
• 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- End 2023
• Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems- End 2023
• Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – End 2023

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 details: Troubleshooting and resolution is an observers 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