Background information about the job or company (e.g., role context, company overview)

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. ...

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.

Responsibilities or duties:

• Respond promptly to customer inquiries via phone, social media, WhatsApp, email, and chat, maintaining consistent service quality across all channels.
• Show empathy while addressing customer inquiries, ensuring clear and effective resolution of complaints.
• Work closely and collaborate with other teams, seeking assistance where needed to resolve customer inquiries as quickly as possible.
• Represent Poa! in a way that earns customer trust and positive feedback on social media and is recognized by users as a company that genuinely cares about solving their issues.
• Adhere to the laid-out troubleshooting strategy and call centre quality standards to ensure uniform, efficient, and measurable service delivery.
• Continuously look for problem-solving techniques and ways to improve how we serve our customers geared to enhancing general customer experience.

Qualifications or requirements (e.g., education, skills):

• 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/ computer literacy and social media competency.

Experience needed:

• Minimum of 1-2 years experience a in Customer Service environment.
• Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.

• Respond promptly to customer inquiries via phone, social media, WhatsApp, email, and chat, maintaining consistent service quality across all channels.
• Show empathy while addressing customer inquiries, ensuring clear and effective resolution of complaints.
• Work closely and collaborate with other teams, seeking assistance where needed to resolve customer inquiries as quickly as possible.
• Represent Poa! in a way that earns customer trust and positive feedback on social media and is recognized by users as a company that genuinely cares about solving their issues.
• Adhere to the laid-out troubleshooting strategy and call centre quality standards to ensure uniform, efficient, and measurable service delivery.
• Continuously look for problem-solving techniques and ways to improve how we serve our customers geared to enhancing general customer experience.

• 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/ computer literacy and social media competency.

• BA/BSc/HND
• Minimum of 1-2 years experience a in Customer Service environment.
• Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.