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, 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 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, Whats App, 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
How To Apply
