Description:

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. Financial None People None 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 - By the end of Q1 2025 Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end of Q1 2025 Poa 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 Q1 2025 Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems - By the end of Q1 2025 Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end of Q1 2025 Level of Management Experience Required Mandatory & Nice to Have None Department stage of development where this role sits Scaling Key Competencies H, M, L Clear, empathetic written and verbal communication skills - H Ability to solve problems on multiple planes - H 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 - M Time management: The ability to resolve specified tasks within the slotted times - H 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 - M Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges - H Digital and computer literacy - H Social media competency - H Mandatory Criteria if Any, with no exceptions to hire Must have a learning and growth mindset

Skills Required:

Must have a learning and growth mindset

Pay:

None