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Inbound Customer Experience Representative

Poa Internet
Nairobi, Kenya

Salary range: KSh22,500 - KSh25,000 | Contract type: Permanent

You have 3 days left to apply for this job.

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Job Summary

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, WhatsApp, Facebook, twitter and chat on a daily basis.
Financial Responsibility:

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.
  • 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


  • 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

Job Requirements

Required education: Diploma, Associate's degree
Required relevant work experience: 12 months
Required languages: Swahili (Spoken: fluent | Written: fluent)English (Spoken: fluent | Written: fluent),

Mandatory attachments

Please have a scan or photo of these documents ready when you start the application:

Self-prepared CV file - the employer wants to see a CV that you have prepared yourselfEducation certificate - the official certificate for your highest education
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3 days left to apply

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Poa Internet

Nairobi, KE
50-100 people
Computers, software development and services,Telecommunications,Communications, media, radio, tv

Poa Internet is a multi-award-winning and highly innovative Internet Service Provider (ISP) whose vision is to connect every home across Africa to the internet. We are already one of the fastest-growing ISP's in Kenya and are backed by Venture Capital partners to allow us to scale rapidly; our teams will not stop pushing forwards until we achieve this mission. Do you want to join us? Why work at poa!? "Fast-paced"," ever-changing", "multicultural", "vibrant", "exciting" and "a little bit crazy" are just a few of the many words that describe what it's like working at poa! We are a people-centric organisation that champions curiosity, continuous learning and high standards across everything we do. We value our customers and go the extra mile to make sure we deliver an excellent service to the communities we serve. We are firm but fair and transparent at all levels of the company. You will be kept on your toes with no time to snooze… but fear not, for we love to reward those who deliver!

Benefits included

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3 days left to apply