Mission Statement for the Role:
To be the 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 – By the end of Q1 2025
Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – By the end of Q1 2025
Poa customer experience shift teams are known internally as the teams that collaborate and seek help to resolve customer inquiries as rapidly as possible-By the end of Q1 2025
Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems – By the end of Q1 2025
Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – By the end of Q1 2025
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 detail: Troubleshooting and resolution is an observer 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
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