Customer Service Representative at Poa Internet

  • Published date: May 17, 2024
  • Category: Customer Service & Support
    • Location: Nairobi, Nairobi
  • Jop type:
  • Salary: Ksh Not mentioned
  • Company name: Jobs in Kenya

Job Description


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



 

Method of Application


Interested and qualified? Go to Poa Internet on poainternet.bamboohr.com to apply

 

Share by email Share on Facebook Share on Twitter Share on Google+ Share on LinkedIn Pin on Pinterest

Apply Now

Related jobs

  • Customer Service Representative at SunCulture Kenya Ltd
    Jobs in Kenya

    About the role The Customer Service Representative will handle a high volume of incoming phone calls and assist customers with a variety of issues or inquiries and may be responsible for answering customer questions, resolving problems, and providing...

    May 3, 2024

    Ksh Not mentioned


    Apply Now

  • Customer Care Officer at Volt Management Services Limited
    Jobs in Kenya

    RESPONSIBILITIES: Sales Transactions: Process sales transactions accurately and efficiently. Handle cash, credit card, and digital payment methods following established procedures. Prospecting, Upselling and Cross-Selling: Identify opportunities to s...

    May 2, 2024

    Ksh Not mentioned


    Apply Now

  • Contracts Support - Kenya at CBRE Excellerate
    Jobs in Kenya

    Role Overview: To ensure satisfactory delivery of services against contractual terms and conditions, meeting and exceeding client expectations and ensuring the contractual commitments of CBRE are achieved. To ensure all maintenance work is called out...

    April 4, 2024

    Ksh Not mentioned


    Apply Now