Mission Statement for the Role: To be the face of Poa Internet on a daily basis for customers reaching out to us through our omni-channel customer experience avenues.
Overall Responsibility: Receive, document and resolve inbound requests from customers, through all our inbound communication channels-voice, WhatsApp, Facebook, twitter and chat on a daily basis.
Key SMART Results for A-Player Success: Poa customer experience is known across Kenya for being able to understand customer expectations and foster customer loyalty through exceptional customer care- By the end 2024 Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – By the end 2024 Poa customer retention team are known internally as the team that collaborate and seek help to resolve the customer inquiries as rapidly as possible- By the end 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 2024 Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – By the end 2024 Key Competencies: Clear, empathetic written and verbal communication skills Ability to solve problems on multiple planes 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. Time management-the ability to resolve specified tasks within the allotted timeline. 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. 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 Mandatory Criteria with no exceptions to hire: Minimum of 1–2 years experience in Customer Service environment. Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.
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