Customer Service Trainee

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 Trainee 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 support the Customer Service team to serve 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 to customer inquiries via phone, social media, WhatsApp, email and live chat


• Engage customers with empathy, patience, and professionalism in every interaction 


• Resolve customer issues quickly and clearly while adhering to service-level expectations


• Work cohesively within and across shifts/departments to resolve inquiries efficiently


• Represent the brand positively by addressing customer feedback and advocating for their needs


• Use a unified troubleshooting strategy to deliver consistent, measurable support outcomes

Academic Qualifications required:

Certificate, Diploma, or Bachelor's degree in a relevant field.

Key competencies required for the role:  

• Demonstrate clear and empathetic communication in both written and verbal interactions.


• Able to solve problems effectively with strong attention to detail.


• Manage time and tasks efficiently while collaborating across teams.


• Maintain composure under pressure and keeps interactions positive and remain calm even when the customer is upset


• Digital literacy with practical skills in computer use and social media competency


•  Knowing when and how to ask for help internally and with other departments to resolve a customer's inquiry.


• Strong learning and growth mindset.

What’s In It for You? 

1. A monthly stipend. 


2. Additional company benefits: Medical cover, home wife allowance and airtime allowance.


3. Career growth opportunities in a rapidly expanding company.


4. Exciting work environment and culture with a dynamic, supportive team.
   

                                                   "We encourage Women and Persons with Disability (PWD) to apply"