Customer Service Trainee at Poa Internet

• Poa customer experience is known across Kenya for being able to reached on any channel the customer needs to reach us, phone, social media, whatsapp, email or chat – By the end of 2024
• Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – By the end of 2024
• Poa customer experience shift teams are known internally as the teams that collaborate and seek help to resolve customer inquiries as rapidly as possible- By the end of 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 of 2024
• Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – By the end of 2024

• Clear, empathetic written and verbal communication skills – H
• Ability to solve problems on multiple planes – H
• 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 – M
• Time management: The ability to resolve specified tasks within the slotted times – H
• 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 – M
• Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges – H
• Digital and computer literacy – H
• Social media competency – H

• Must have a learning and growth mindset

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