Customer Service Trainee providing frontline customer support and resolving inquiries, requiring a Diploma or Degree in a related field with strong communication skills, in a telecommunications environment, on-site role.
Role Responsibilities:
- Connect
with customers across our different service channels, providing timely,
professional and empathetic support.
- Listen,
understand and resolve customer questions and issues using the right
tools, processes and resources.
- Know
when to troubleshoot, when to escalate, and when to follow up to make sure
an issue gets resolved.
- Work
closely with colleagues and other teams to get customers the help they
need.
- Keep
customer interactions and resolutions accurately updated in our systems.
- Spot
recurring customer issues and share feedback and insights that can help us
improve the customer experience.
- Represent
the Poa! brand positively in every interaction while following our
customer service and quality standards.
- Take
part in training and coaching to continuously build your customer service,
problem-solving and digital skills.
You would be a great fit if you
are:
- A
great communicator – you can express yourself clearly and
confidently, both verbally and in writing.
- Empathetic –
you listen to understand, not just to respond.
- A
problem-solver – you enjoy figuring out what’s wrong and finding a
way forward.
- Calm
under pressure – you can stay professional even when conversations
get challenging.
- Detail-oriented –
you pay attention to the small things that can make a big difference.
- A
team player – you know when to ask for help and enjoy working with
others to solve problems.
- Digitally
comfortable – you’re confident using computers, smartphones, social
media and digital communication tools.
- Eager
to learn – you’re open to feedback, coaching and continuously
improving.
Minimum Qualifications:
- Minimum
of a KCSE certificate, with a Certificate, Diploma or Degree in any field
also considered.
- At
least 6 months’ exposure to a work environment.
- Strong
written and verbal communication skills.
- Genuine
interest in customer service and helping people.
- Willingness
and ability to learn, adapt and grow.
Previous experience in a
customer facing environment will be an added advantage.
