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.
Key SMART Results for A-Player Success
- 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.
Key Competencies
- 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.
Mandatory Criteria if Any with no exceptions to hire.
- 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.