Customer Service Trainee at Poa Internet

Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.

We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of a Customer Service Trainee in our Customer Experience Department.

At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa’s vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it , solve it, Engage with the bigger picture even in details, Care about each other and Tujienjoy kazini.

Mission Statement for the Role:

To the be 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.

Financial:

None

People:

None

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

Level of Management Experience Required (Mandatory & Nice to Have)

None

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 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