Customer Service Intern at Kenya Network Information Centre (KENIC)

Job Purpose

The internship program offers a valuable opportunity for individuals to gain hands-on work experience, expand their knowledge, refine career goals, and build a professional network with mentors. As a customer service intern, you will actively support various initiatives, participating in the planning and execution of customer care activities

Main Duties/Key Accountabilities 

• Contact registrants on domain renewal
• Respond to customer inquiries, complaints and follow the necessary procedures to escalate unresolved issues.
• Assist in conducting customer surveys

Responsibilities

• Make calls to registrants to follow up on domain renewal
• Respond to customer complaints, inquires and follow the necessary procedures to escalate unresolved issues.
• Contribute towards the growth of customer care retention.
• Other responsibilities assigned

Education and Experience 

• A final-year student or recent graduate holding a degree in any business related field, IT or Social Sciences.
• Computer proficient with Microsoft Office
• Communication skills and phone etiquette skills
• Interpersonal skills, problem solving skills
• personable, presentable and articulate

Required Competencies 

• Business Development skills:  Ability to build a culture of customer services excellence within the organization.
• Communication Skills: Ability to communicate effectively in both written and verbal communication
• Email marketing skills: Ability to craft compelling subject lines, interesting body and call to action buttons
• Computer Proficiency skills: Ability to use the computer efficiently and effectively as required.
• Presentation Skills-Ability to deliver a message clearly and effectively to an audience
• Tech-savvy: - Ability to use technology efficiently and effectively as required.  

Behavioural Competencies:

• Customer Centric: Understand who and what the customer wants and needs and prioritizes and provides timely response to create a positive experience while safeguarding the organization’s interest.
• Communication: Effectively pass relevant and accurate information through diverse, tailored and engaging channels, that take into consideration the full communication cycle.
• Analytical: Identify and define problems, extracts key information from data and develops workable solutions for the problems identified. data / content to draw conclusions, and solve problems
• Creative: Develop fresh innovative ideas that provide solutions to all types of workplace challenges outside the usual practices