Customer Service Jobs, Sales Jobs, Client Service Jobs,
Customer Service Representative
Customer Experience · Nairobi, Nairobi
Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low- income members of society.
We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospect candidates to fill the role of Customer Service Representative in our Customer Experience Department.
At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa’s vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it , solve it, Engage with the bigger picture even in details, Care about each other and Tujienjoy kazini.
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, Whats App, Facebook, twitter and chat on a daily basis.
Key Competencies
- 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
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, Whats App, 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
Mandatory Criteria if Any with no exceptions to hire.
- Minimum of 1-2 year experience in Customer Service environment
- Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology
Deployment Scheduling Assistant
Customer Experience · Nairobi, Nairobi
Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.
We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of Deployment Scheduling Assistant.
At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa’s vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it, solve it, Engage with the bigger picture even in the details, Care about each other and Tujienjoy kazini.
Mission Statement for the Role:
To support the installation and field support teams with coordination of detailed, organized, and well communicated schedules for daily operations to support outsourced teams with work across the geographic footprint of poa operations.
Overall Responsibility:
Assist the deployment coordinator in end to end customer communication, follow up with Field technicians and ticketing resolution for works assigned
Financial:
None.
People:
None.
Key SMART Results for A-Player
- To have proactively reviewed and proposed process improvement measures to uplift the overall quality of the installation & field support process-End Q3 2023
- To have coordinated field work scheduling for installations, relocations, supports and decomissions to drive operational efficiency- Monthly
- Ensure 100% of scheduled installation & support visits are completed within SLA to deliver exceptional customer service –End Q3 2023
- Ensure regular and continuous feedback sessions for continuous improvement of operations and daily deliverables whilst building relationships with 3rd Party Project Managers-End Q3 2023
- To have identified areas of improvement and training with partners and liaised with relevant internal teams to ensure trainings are scheduled, attended and bring real world value and uplift in overall performance-End Q4 2023
Level of Management Experience Required (Mandatory & Nice to Have)
None
Department stage of development where this role sits
Prepare for Scale / Systemisation
Key Competencies Criticality (H, M, L)
- Proven ability to evaluate, assign and escalate work based on different factors such as, time, complexity or risk to the organisation-M
- Strong written and verbal communication skills relavent to multi level internal and external stakeholders. (Talking to a customer, and contractor and a poa team lead all need different communication style)-M
- Familiarity with SAAS products such as Freshworks, 3CX, Google Workspace-H
- The ability to work in a fast paced, high pressure department where close comms and coordination are key drivers of success-H
- Attention to detail and accuracy in maintaining records and generating report-H
Mandatory Criteria if Any with no exceptions to hire:
- Diploma with a focus in management, systems or communication
- Must have atleast 1 year experience in a similar role
- Comprehensive knowledge of the tools and systems used to support the field operations.
Field Sales Representative
Field Sales · Nairobi, Nairobi
Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.
We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of Field Sales Representative in our Sales & Distribution Department.
At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa’s vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it , solve it, Engage with the bigger picture even in details, Care about each other and Tujienjoy kazini.
Mission Statement for the Role:
Responsible for delivering the overall revenue and customer growth targets within their specific defined geographical territory
Overall Responsibility:
Make sales and hit the sale number!
Financial:
Collect payments from customers via M-PESA
Key SMART Results for A-Player Success
- Achieve an average of above 60 sales per month on rolling 3-month average
- Adhere to prescribed sales process with zero deviations ensuring the assigned field sales territory is enjoying the highest industry customer satisfaction rates as a result
- Achieve a 100% work attendance record with an absence management that is fully compliance to company policies and procedure
Key Responsibilities
- Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless energy and focus to exceed targets
- Hands-On, on the ground, in the field. This is not a desk job!
- Ownership of Clarity, Accuracy of Forecasting and Credible Pipeline management of opportunities
- Ideally, experience in selling home internet services in the field, and ideally in low income and informal communities
- Provide ongoing and timely feedback on all your sales activities not limited to your up-to-date prospects list, competitor information, network issues, theft, non-compliance by our customers on our home internet service and other ad hoc reports
- Execute all sales activities within your specific defined geographical region
- Experience operating on the ground in informal communities
- Work with the Marketing team to deliver improvements in brand engagement scores in assigned territory
Key Competencies (H,M,L)
- Relentlessly driven and highly competitive to succeed – H
- Exceptional Salesmanship skills – H
- Tactical, scrappy, relentless energy and focus to exceed targets – H
- Ownership of Clarity, Accuracy of Forecasting and Credible Pipeline management of opportunities – H
- Ideally experience selling home internet services in low income and informal communities – H
- Provide ongoing and timely feedback on all your sales activities not limited to your up-to-date prospects list, competitor information, network issues, theft, non-compliance by our customers on our home internet service and other ad hoc reports – H
- Work with the marketing team to deliver improvements in brand engagement scores in assigned territory – M
Mandatory Criteria if Any with no exceptions to hire.
- Must have owned and delivered on a Sales Number