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Customer Service Trainee at

4 months ago

Nairobi, Nairobi Area, Kenya Poa Internet Full time
We believe EVERYONE in the world deserves access to the internet and affordable communications.

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 2024
Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end of 2024
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 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 of 2024
Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end of 2024

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