Employment in Kenya

Career Openings at Poa Internet


Career Openings at Poa Internet,

Jobs in Internet / E-commerce, Jobs at Poa Internet

We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced.

Customer Service Trainee

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 – End 2023
  • Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – End 2023
  • 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- End 2023
  • Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems- End 2023
  • Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – End 2023

Key Competencies (H, M, L)

  • Clear, empathetic written and verbal communication skills – H
  • Ability to solve problems on multiple planes – H
  • Attention to details: Troubleshooting and resolution is an observers 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

Call Center Quality Analyst

Overall Responsibility: 

  • Collaborate with team leaders in providing support to the customer facing teams with an aim of ensuring they offer a positive, empathetic and professional attitude towards customers at all times
  • Perform daily audits on both inbound/ outbound calls, social media and chat responses
  • Implement/develop relevant service levels quality assessment guidelines
  • Lead scheduled calibration sessions with the customer facing teams and offer timely performance feedback with an aim of progressional improvement
  • Conduct regular side by side coaching sessions
  • Constantly review the quality monitoring forms to maintain its relevance plus measure the Net Promoter Score overtime
  • Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis
  • Evaluate Call Centre Agents preparedness by administering periodic short tests and giving feedback on performance.
  • Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery etc. and recommend ways of improvement.
  • Identify call center process gaps/loopholes and escalate to the call center management
  • Facilitate workflow modeling in order to collaborate on process improvement, automation capabilities and clearly define end to end use cases

Key SMART Results for A-Player Success

  • Be proactive with customer success by driving regular audits as per the SLA expectations – End of Q2 2023
  • Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis – End of Q2 2023
  • Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps – End of Q2 2023
  • Increase process optimization by suggesting workflow automation/ process improvements – End of Q2 2023
  • Deliver a world-class customer support experience by improving the available evaluation matrices – End of each quarter
  • Improve the quality of our customer service by facilitating periodic evaluation tests – End of each quarter

Key Competencies (H, M, L)

  • A bachelor’s degree in Communications, Social Sciences, Public Relations or any other relevant field – H
  • At least 3 years working in a call center as a quality analyst – H
  • Excellent listening and analytical skills – H
  • Ability to demonstrate critical thinking – H
  • Ability to multitask and work under pressure – H
  • Have strong organizational, attention to detail and time management skills – H
  • Have an independent mind with an assertive and creative nature – H
  • Be a team player with strong interpersonal skills and a positive attitude – H
  • Proficient in Word, Excel, and PowerPoint for presentations and reports required – H
  • Strong written and oral communication skills. Excellent grammar, spelling, and sentence construction – H
  • A strong passion for co-curricular activities #tujienjoy kazini – M
  • Knowledge on internet service provision- M
  • Experience developing and implementing QA programs highly preferred- M
  • Flexibility to adapt to changes in a growing organization- M

Mandatory Criteria if Any with no exceptions to hire

  • Must have experience working in a call center as a quality analyst
  • Must have led and managed at least a team of 5 agents
  • Must have exceptional customer service, communication and analytical skills

How to apply

Use the link(s) below to apply on career company website.

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