Customer Service Trainee at Poa Internet

Poa Internet

  • Nairobi
  • Permanent
  • Full-time
  • 21 hours ago
Mission Statement for the RoleTo support the Customer Service team to serve customers reaching out to us through our omni-channel customer experience avenues.Overall ResponsibilityReceive, 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.
Method of ApplicationInterested and qualified? Go to to applyBuild your CV for free.

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