Customer Service Representative at

1 month ago


Nairobi, Nairobi Area, Kenya Poa Internet Full time
Mission Statement for the Role

To be the face of Poa Internet on a daily basis for customers reaching out to us through our omni-channel 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 the 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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