Customer Service Representative at Poa Internet

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, WhatsApp, Facebook, twitter and chat on a daily basis.

Role Responsibilities:

• Respond promptly to customer inquiries via phone, social media, WhatsApp, email, and chat,  maintaining consistent service quality across all channels.
• Show empathy while addressing customer inquiries, ensuring clear and effective resolution of complaints.
• Work closely and collaborate with other teams, seeking assistance where needed to resolve customer inquiries as quickly as possible.
• Represent Poa! in a way that earns customer trust and positive feedback on social media and is recognized by users as a company that genuinely cares about solving their issues.
• Adhere to the laid-out troubleshooting strategy and call centre quality standards to ensure uniform, efficient, and measurable service delivery.
• Continuously look for problem-solving techniques and ways to improve how we serve our customers geared to enhancing general customer experience.

Key competencies required for the role:

• 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/ computer literacy and social media competency.

Mandatory criteria 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.