Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low- income members of society.
We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of Customer Service Representative in our Customer Experience Department.
At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa’s vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it , solve it, Engage with the bigger picture even in details, Care about each other and Tujienjoy kazini.
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 SMART Results for A-Player Success
- 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
- 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 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.
“We encourage Women and Persons with Disability (PWD) to apply”
