Customer Service Rep at Poa Internet

  • Full Time
  • Nairobi

Poa Internet

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 avenues.

Overall Responsibility

Receive, document, and resolve inbound requests from customers, through all our inbound communication channels- voice, Whats App, 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, Whats App, 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 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

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