Programme Overview

Sky World Limited invites applications from suitably qualified individuals interested in developing professional knowledge and practical competencies in Customer Support, Customer Relationship Management and IT Service Management through its structured six-month Customer Support internship training programme.

Number of Posts: 4

Programme Duration: Six (6) Months

The programme is designed to introduce participants to customer support principles, service management frameworks, customer communication standards, and the systems and procedures commonly applied within technology-driven service environments.

Through guided training, demonstrations, professional mentorship and supervised practical exercises, participants will develop an understanding of customer service processes, service request management, incident handling and customer relationship management.

Areas of Training

• Customer Support Fundamentals: Introduction to customer service principles, professional communication standards and service delivery frameworks.
• Customer Communication: Training in professional telephone communication, email correspondence, active listening, and effective customer engagement.
• Incident and Service Request Management: Understanding incident identification, classification, recording, escalation and resolution procedures.
• Customer Relationship Management: Introduction to CRM systems, customer interaction records, and customer engagement processes.
• IT Service Management: Understanding support structures, Service Level Agreements (SLAs), ticketing systems, and incident management procedures.
• Technical Support Processes: Introduction to basic troubleshooting concepts, technical support coordination and escalation frameworks.
• Customer Support Documentation: Training in incident reporting, support documentation, service records, and operational reporting.
• Data Protection and Professional Standards: Introduction to customer confidentiality, information security, data protection requirements, and professional conduct.

Practical Training and Mentorship

Participants will undertake supervised learning activities, simulated customer service scenarios, guided demonstrations, case studies, and other relevant practical learning activities.

The programme will emphasize the development of communication, problem-solving, documentation, and service management competencies through structured learning and mentorship.

Practical activities will be supervised and structured for learning purposes.

Programme Structure and Training Conditions

• Duration: Six (6) Months
• Training Location: Nairobi
• Training Commitment: Full-Time
• Training Mode: On-Site

Programme Components

• Structured Learning: Planned training modules covering the fundamental principles, processes, tools, and practices relevant to each training pathway.
• Professional Mentorship: Guidance and knowledge transfer from experienced professionals within the company.
• Practical Learning: Supervised exercises, case studies, demonstrations, simulations, and other relevant professional learning activities.
• Progress Reviews: Periodic assessments intended to evaluate learning progress, identify development needs, and provide constructive feedback.
• Learning Resources: Access to training materials and tools relevant to the programme.
• Certificate of Completion: Issued upon satisfactory completion of the prescribed training programme.

Relevant Academic Background

• Information Technology
• Computer Science
• Business Information Technology
• Business Administration or Management
• Communication and Public Relations
• Customer Service or Customer Relationship Management
• Marketing
• Other closely related academic disciplines.

Minimum Qualifications

• Have completed a relevant diploma or bachelor’s degree at a recognized institution within two (2) years.
• Be aged twenty-six (26) years or below at the time of application.
• Demonstrate proficiency in written and spoken English and Kiswahili.
• Provide a recommendation or reference letter from their academic institution.
• Possess basic proficiency in computer applications and digital productivity tools.
• Demonstrate sound communication, analytical, and interpersonal skills.
• Exhibit professionalism, integrity, discipline, and commitment to learning.
• Be available to participate full-time in the six-month training programme.
• No previous professional work experience is required.

• Develop an understanding of customer service processes, service request management, incident handling and customer relationship management.
• Undertake supervised learning activities, simulated customer service scenarios, guided demonstrations, case studies, and other relevant practical learning activities.
• Learn professional telephone communication, email correspondence, active listening, and effective customer engagement.
• Learn incident identification, classification, recording, escalation and resolution procedures.
• Learn customer interaction records and customer engagement processes using CRM systems.
• Learn support structures, Service Level Agreements (SLAs), ticketing systems, and incident management procedures.
• Learn basic troubleshooting concepts, technical support coordination and escalation frameworks.
• Learn incident reporting, support documentation, service records, and operational reporting.

• Written and spoken English proficiency
• Written and spoken Kiswahili proficiency
• Basic proficiency in computer applications and digital productivity tools
• Communication skills
• Analytical skills
• Interpersonal skills
• Problem-solving
• Professional telephone communication
• Email correspondence
• Active listening
• Customer engagement

• Have completed a relevant diploma or bachelor’s degree at a recognized institution within two (2) years.
• Be aged twenty-six (26) years or below at the time of application.
• Provide a recommendation or reference letter from their academic institution.
• Exhibit professionalism, integrity, discipline, and commitment to learning.
• Be available to participate full-time in the six-month training programme.