Customer Service Trainee

At Poa!, every customer interaction is an opportunity to make someone's day a little easier and create a better world for the people we serve.

We are building a talent pool of curious, patient and people-oriented Customer Service Trainees who genuinely enjoy helping others and would like to be considered for future opportunities within our Customer Experience team. This is a talent pool opportunity and does not represent an immediate job opening. Candidates who meet our requirements will be contacted when relevant opportunities become available.

As a Customer Service Trainee, you'll learn how to communicate with customers, understand their needs, troubleshoot issues and find the right solutions across multiple channels. You'll receive training, coaching and hands-on experience to help you develop the skills needed to grow into a successful Customer Service Representative.

Role Responsibilities:

• Connect with customers across our different service channels, providing timely, professional and empathetic support.
• Listen, understand and resolve customer questions and issues using the right tools, processes and resources.
• Know when to troubleshoot, when to escalate, and when to follow up to make sure an issue gets resolved.
• Work closely with colleagues and other teams to get customers the help they need.
• Keep customer interactions and resolutions accurately updated in our systems.
• Spot recurring customer issues and share feedback and insights that can help us improve the customer experience.
• Represent the Poa! brand positively in every interaction while following our customer service and quality standards.
• Take part in training and coaching to continuously build your customer service, problem-solving and digital skills.

You would be a great fit if you are:

• A great communicator – you can express yourself clearly and confidently, both verbally and in writing.
• Empathetic – you listen to understand, not just to respond.
• A problem-solver – you enjoy figuring out what's wrong and finding a way forward.
• Calm under pressure – you can stay professional even when conversations get challenging.
• Detail-oriented – you pay attention to the small things that can make a big difference.
• A team player – you know when to ask for help and enjoy working with others to solve problems.
• Digitally comfortable – you're confident using computers, smartphones, social media and digital communication tools.
• Eager to learn – you're open to feedback, coaching and continuously improving.

Minimum Qualifications:

• Minimum of a KCSE certificate, with a Certificate, Diploma or Degree in any field also considered.
• At least 6 months' exposure to a work environment.
• Strong written and verbal communication skills.
• Genuine interest in customer service and helping people.
• Willingness and ability to learn, adapt and grow.

Previous experience in a customer facing environment will be an added advantage.

What’s In It for You?

This is more than an opportunity to answer customer queries. It’s a chance to build valuable skills, gain hands-on experience and start growing your career in Customer Experience.

As a Customer Service Trainee, you’ll get:

• A monthly stipend to support you during your trainee journey.
• Additional company benefits, including home WiFi allowance and airtime allowance.
• Structured training and coaching to build your customer service, communication, troubleshooting and problem-solving skills.
• Career growth opportunities in a rapidly expanding company, with the opportunity to grow as you build your skills and demonstrate your potential.
• An exciting and supportive work environment, where you'll work alongside a dynamic team and learn from experienced colleagues.