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:
- Poa customer experience is known across Kenya for being able to understand customer expectations and foster customer loyalty through exceptional customer care- By the end 2024
- Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – By the end 2024
- Poa customer retention team are known internally as the team that collaborate and seek help to resolve the customer inquiries as rapidly as possible- By the end 2024
- Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems- By the end 2024
- Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – By the end 2024
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
Mandatory Criteria with no exceptions to hire:
- Minimum of 1–2 years experience in Customer Service environment.
- Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.
To apply for this job please visit poainternet.bamboohr.com.