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.
Key Competencies
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 and computer literacy
Social media competency
Key SMART Results for A-Player Success
Poa! Customer Experience is known across Kenya for being able to be reached on any channel the customer needs to reach us; phone, social media, WhatsApp, email or chat.
Poa! Customer Experience is known for its 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 representatives are acknowledged by our users on Social Media as a 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 years experience a in Customer Service environment.
Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.
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