Job Opportunities at Poa Internet

Mission Statement for the Role

• To the be 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, Whats App, Facebook, twitter and chat on a daily basis.

Key Competencies

• Clear, empathetic written and verbal communication skills
• Ability to solve problems on multiple planes
• 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.
• Time management- the ability to resolve specified tasks within the allotted times.
• The ability to ask for help- knowing when and how to ask for help internally and with other departments to resolve a customers inquiry.
• Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges.
• Digital and computer literacy
• Social media competency

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, Whats App, email or chat.
• Poa! customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently.
• 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.
• Poa! customer experience agents are acknowledged by our users on Social Media as department that cares about solving their problems.
• Poa! customer experience teams follow a unified troubleshooting strategy for delivering consistent and measurable results

Mandatory Criteria if Any with no exceptions to hire.

• Minimum of 1-2 year experience in Customer Service environment
• Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology

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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.

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