Customer Service Trainee at Poa Internet in Nairobi, Kenya

    Poa Internet logo

    Customer Service Trainee

    Poa InternetNairobi, Kenya

    Posted

    8 hours ago

    Apply by

    23 Sept

    Full Time
    On Site
    Entry
    ICT & Telecommunications
    Customer Service & Support

    Tailor a Career Tools CV to this listing — see which keywords are missing.

    Target this job

    Job Description

    Poa Internet is seeking a Customer Service Trainee to join their team in Nairobi. In this role, you will provide support to customers across various service channels, resolving issues with empathy and professionalism. You will also collaborate with colleagues, document interactions, and contribute to improving the customer experience.

    Key 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.

    Required 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.

    Job Details

    Job Function

    Customer Service & Support

    Education Level

    KCSE / Senior Secondary Certificate

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified candidates should apply online via the Poa Internet career portal at poainternet.bamboohr.com.

    Show Empathy and Troubleshooting Instincts in Your Application

    Customer service trainees at Poa Internet are hired for their communication skills and ability to stay calm when customers are frustrated. Your application should demonstrate that you can listen actively, think on your feet, and follow through on promises.

    1. Tailor your CV to service: Even if you lack formal customer service experience, highlight any role where you dealt with people—retail, volunteer work, or school projects. Use specific examples of how you handled a difficult situation or went the extra mile to help someone.

    2. Prepare for a communication test: Expect to be assessed on your written and verbal clarity. Practice explaining a technical issue in simple terms, and be ready to show you can write a professional email without errors.

    3. Show digital fluency: Since the role involves multiple channels, mention your comfort with social media, chat tools, and CRM systems. If you have used any customer support software, even informally, include it.

    4. Demonstrate empathy in your examples: When describing past experiences, focus on how you understood the other person's feelings and what you did to address them. Avoid generic phrases like 'I have good communication skills'—show it through a story.

    5. Be ready for scenario questions: Interviewers will likely ask what you would do if a customer is angry or if you don't know the answer. Prepare a structured response: listen, acknowledge, investigate, and follow up.

    6. Highlight your learning attitude: Since this is a trainee role, emphasize your willingness to learn and adapt. Mention any courses, certifications, or self-study you have done to improve your skills.

    7. Research Poa Internet: Understand their mission to provide affordable internet in underserved areas. Show you know their brand and why customer experience matters to them.

    8. Follow up professionally: After applying, send a polite follow-up email to the HR team (if you have their contact) or connect on LinkedIn. Keep it brief and reiterate your interest.

    CareerSasa Safety Alert: Never pay employers or agencies for interviews, training, or job placement. Does a job request payment? Report it immediately using the "Flag" button. While CareerSasa vets job postings thoroughly, always verify opportunities independently.
    Share this job:

    Boost Your Application Success

    1. 1

      Expert CV help that gets you noticed. Build Your CV

    2. 2

      A personalized cover letter for this role. Write Cover Letter

    3. 3

      Attract recruiters with a stronger profile. Boost LinkedIn

    Tags

    customer service
    communication
    problem-solving
    digital skills
    empathy