Mission Statement for the Role: 

To be the 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 – 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

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