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.
Role Responsibilities:
- Respond promptly to customer inquiries via
phone, social media, WhatsApp, email, and chat, maintaining consistent
service quality across all channels.
- Show empathy while addressing customer
inquiries, ensuring clear and effective resolution of complaints.
- Work closely and collaborate with other teams,
seeking assistance where needed to resolve customer inquiries as quickly
as possible.
- Represent Poa! in a way that earns customer
trust and positive feedback on social media and is recognized by users as
a company that genuinely cares about solving their issues.
- Adhere to the laid-out troubleshooting strategy
and call centre quality standards to ensure uniform, efficient, and
measurable service delivery.
- Continuously look for problem-solving techniques
and ways to improve how we serve our customers geared to enhancing general
customer experience.
Key
competencies required for the role:
- 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/ computer literacy and social media
competency.
Mandatory
criteria 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
