Customer Service Representative at Poa Internet,
Customer Service Representative at Poa Internet
We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced.
Customer Service Representative
Receive, document and resolve inbound requests from customers, through all our inbound communication channels- voice, Whats App, Facebook, twitter and chat on a daily basis.
- Clear, empathetic written and verbal communication skills
- Ability to solve problems on multiple planes
- Attention to details- troubleshooting and resolution is an observers 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 times.
- The ability to ask for help- knowing when and how to ask for help internally and with other departments to resolve a customers 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
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, Whats App, email or chat.
- Poa! customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently.
- Poa! customer experience shift teams are known internally as the teams that collaborate and seek help to resolve the customer inquiries as rapidly as possible.
- Poa! customer experience agents are acknowledged by our users on Social Media as department that cares about solving their problems.
- Poa! customer experience teams follow a unified troubleshooting strategy for delivering consistent and measurable results
Mandatory Criteria if Any with no exceptions to hire.
- Minimum of 1-2 year experience in Customer Service environment
- Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology