Customer Service Representative Job in Kenya

Customer
Service Representative

Mission Statement for the
Role

To the be 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, Whats App, Facebook, twitter and chat on a daily basis.

Key Competencies

• 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

How to Apply

CLICK HERE TO
APPLY.