Customer Service Representative Job at Poa Internet

  • Full Time
  • Nairobi

Poa Internet

Mission Statement for the Role

Our mission is to represent Poa Internet as the friendly and helpful face of our company every day, providing exceptional customer care through our various communication channels. As a customer care representative, you will be playing a crucial role in ensuring customer satisfaction.

Overall Responsibility

Every day, we are responsible for receiving, documenting, and resolving customer inquiries from all our communication channels, including voice calls, WhatsApp, Facebook, Twitter, and chat.

Key Competencies

  1. Effective Communication: Proficiency in clear and empathetic written and verbal communication is crucial for building positive customer relationships.
  2. Problem-Solving: The ability to address issues on multiple levels and pay close attention to details is vital. Identifying and troubleshooting problems are essential skills for success in this role.
  3. Time Management: Managing tasks efficiently within designated time frames is essential for delivering prompt customer service.
  4. Collaboration: Knowing when and how to seek assistance internally and from other departments is key to resolving customer inquiries effectively.
  5. Calm Under Pressure: Maintaining a positive tone during challenging customer interactions is important for ensuring a positive customer experience.
  6. Digital Literacy: Proficiency in digital tools and computer skills is necessary for effective communication and issue resolution.
  7. Social Media Proficiency: Being competent in handling customer inquiries through social media platforms is a valuable skill.

Key SMART Results for A-Player Success

  1. Poa! customer experience should be easily accessible through various channels, including phone, social media, WhatsApp, email, or chat, and recognized for its availability.
  2. Poa! customer experience should be known for its empathetic approach, quick response times, and efficient resolution of customer complaints.
  3. Poa! Customer experience teams should be acknowledged internally for their collaboration and swift resolution of customer inquiries.
  4. Poa! Customer experience agents should receive positive feedback on social media, reflecting a department that genuinely cares about solving customer problems.
  5. Poa! Customer experience teams should follow a unified troubleshooting strategy to consistently deliver measurable results.

Mandatory Criteria

To be considered for this role, candidates must meet the following criteria:

  • Minimum of 1-2 years of experience in a Customer Service environment.
  • Exceptional customer service skills, including telephone etiquette, effective communication, and a working knowledge of the latest technology.

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