Our Company

Our work is not just about setting up an internet cable in your house, its about helping you open up to new opportunities for entertainment, education, work, and social connections, which come through the internet. Weve been doing this since 2012, when our company was originally founded at the foothills of Mount Kenya, in Nanyuki. Today, we ha...

CST – Inbound Intern

KEY RESPONSIBILITIES

Customer Call Handling: Promptly and professionally handle customer calls while providing accurate solutions and minimizing abandoned calls.

Technical Support: Offer first-level troubleshooting, escalate complex issues appropriately, and follow up to ensure resolution.

Sales and Conversions: Handle installation and sales inquiries, clearly explain products and services, and meet sales targets.

ISP-Related Inquiries: Resolve ISP-related questions accurately, stay updated on policies, and document all customer interactions.

Call Influx Management: Efficiently manage high call volumes, especially during peak periods.

Repeat Call Reduction: Identify recurring issues, provide clear and complete solutions, and follow up to prevent repeat calls.

Social Media Management: Respond to customer queries on social platforms promptly, coordinate issue resolution, and engage customers to strengthen brand trust.

REQUIREMENTS

Education:

• Bachelor’s degree in IT, business administration, Communications, or a related field.

Experience:

• Proven experience in customer success, account management, or a similar role, preferably within the ISP industry.

Skills:

• Strong understanding of customer experience principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Customer Relationship Management

• Promptly and professionally handle customer calls while providing accurate solutions and minimizing abandoned calls.
• Offer first-level troubleshooting, escalate complex issues appropriately, and follow up to ensure resolution.
• Handle installation and sales inquiries, clearly explain products and services, and meet sales targets.
• Resolve ISP-related questions accurately, stay updated on policies, and document all customer interactions.
• Efficiently manage high call volumes, especially during peak periods.
• Identify recurring issues, provide clear and complete solutions, and follow up to prevent repeat calls.
• Respond to customer queries on social platforms promptly, coordinate issue resolution, and engage customers to strengthen brand trust.

• Strong understanding of customer experience principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Customer Relationship Management

• Bachelor’s degree in IT, business administration, Communications, or a related field.
• Proven experience in customer success, account management, or a similar role, preferably within the ISP industry.