Customer Service Trainee At Poa Internet

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 SuccessPoa 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 2024Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end of 2024Poa 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 2024Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems - By the end of 2024Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end of 2024Department stage of development where this role sitsScalingKey Competencies (H, M, L)Clear, empathetic written and verbal communication skills - HAbility to solve problems on multiple planes - HAttention to detail: Troubleshooting and resolution is an observer game, being able to identify and spot problems is a key to success in the role - MTime management: The ability to resolve specified tasks within the slotted times - HThe ability to ask for help: Knowing when and how to ask for help internally and with other departments to resolve a customer's inquiry - MAbility to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges - HDigital and computer literacy - HSocial media competency - HMandatory Criteria if Any with no exceptions to hireMust have a learning and growth mindset