Internship, Customer Service Centre at Acorn Holdings Africa

At Acorn we are excited to offer ongoing undergraduate and post-graduate students the opportunity to gain hands-on work experience. Our internship program exposes you to real world problems and the applications of your studies building valuable experiences that prepare you for your post-graduation career. 

Our internship program runs for a period of three months and is open to all ongoing undergraduate and interested post-graduate students in Finance, Investment, Human Resource, Engineering, Procurement and Construction as well as Customer Experience, Housekeeping, and Maintenance.

We are intentional about developing exceptional talent for us and the market and therefore we want to help you bridge the gap between your education and the job market. We are a launch pad for your career

What we do at Customer Service Centre

Our Customer Service Centre supports our Property Management and Operations department in sales and marketing to increase our occupancy to over 95% at any one time in addition to enhancing our customer experience for our residents through quick issues resolution. 

Qwetu has become the top choice for students looking for accommodation in Nairobi. It is designed to offer students comfort, community and learning. In everything we do, customer delight (not just service and satisfaction) remains our strategic differentiation. We delight our customers with amazing experiences to ensure that Qwetu continues to be the most-sought-after accommodation for students studying in Nairobi

What you will do

You primary job is to learn which you will do thru

• Driving customer acquisition through telesales, manage a large volume of both inbound and outbound call identifying potential customers and their details on our CRM
• Providing excellent customer experience to all contacts (inbound and outbound) by providing accurate product information, responding to all queries by phone and email while upholding the Qwetu Brand
• Engaging residents to follow up on their queries on maintenance, tenancy and updating the help-desk to close all issues using first time resolution tactics
• Following up with potential and current customers on bill payments, rent reminders and collections
• Identifying and escalate priority issues, routing calls to appropriate resource, following up customer calls where necessary, and documenting all call information according to standard operating procedures
• Completing call logs, prepare and share call reports timely
• Sharing any customer VOC for improvements
• Channeling any customer pain points for resolution and keeps customer informed

Your profile

You are/have

• A current student in your third, fourth or final year in any Kenyan university or college studying Tourism, Hospitality, International Relations or any business related courses
• Positive with a high-energy attitude
• Resourceful, creative, with a knack for problem-solving
• Proficient in Microsoft Office (especially MS Word, Excel and PowerPoint)
• At least 18 years of age
• Excellent written and verbal communication skills
• Self-directed and able to work without supervision
• Energetic and eager to tackle new challenges