Mission Statement for the Role:
To be the face of Poa Internet on a daily basis for customers reaching out to us through our omnichannel customer experience channels.
Overall Responsibility:
Receive, document, and resolve inbound requests from customers through all our inbound communication channels-voice, WhatsApp, social media, and chat on a daily basis.
Key SMART Results for A-Player Success
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 Q1 2025
Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end of Q1 2025
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 Q1 2025
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 Q1 2025
Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end of Q1 2025
Department stage of development where this role sits
Scaling
Key Competencies (H, M, L)
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
Mandatory Criteria if Any, with no exceptions to hire
Must have a learning and growth mindset