Mission Statement for the Role:

Responsible for delivering the overall revenue and customer growth targets within the specific defined geographical territory.

Area Coverage:

Mombasa West (Changamwe, Magongo,Chaani, Migadini,Mikindani, Jomvu, Aldina, Miritini)

Role Responsibilities:


Identify and engage with potential customers in your assigned territory and build strong customer... relationships.
Conduct daily sales visits and develop a sales funnel of potential customers.
Represent our brand professionally and enthusiastically when educating customers on our product and ensure 100% adherence to the prescribed sales process.
Meet and exceed the monthly set sales targets, which will be communicated. 
Ensure operational excellence through a full work attendance record, 100% system usage compliance, and timely sharing of daily sales activities reports.  


Academic Qualifications required:


Certificate, Diploma, or Bachelor's degree in a relevant field.


Key competencies required for the role:  


Proven sales experience with a record of meeting and exceeding sales targets. 
Strong communication & negotiation skills with the ability to handle objections and close deals.
Self-motivation and resilience: A relentless attitude, and go-getter mindset with the ability to find new ways and creative ways to attract and convert customers.
Good work planning capabilities to allow for forecasting and building a credible pipeline of potential clients.
Experience selling home internet services or working with low-income and informal communities will be an added advantage. 


Mandatory criteria with no exceptions to hire:


At least 1 year of sales experience with a record of owning and delivering on sales targets, preferably business-to-consumer (B2C).


What’s In It for You? 


A monthly retainer and highly- rewarding commission structure – We believe in rewarding top performers and have a competitive commission structure in place: The more you sell, the more you earn!
Additional company benefits: Medical cover, airtime allowance, transport allowance and an annual training allowance. 
Career growth opportunities in a rapidly expanding company.
Exciting work environment and culture with a dynamic, supportive team. more

Mission Statement for the Role:

Responsible for delivering the overall revenue and customer growth targets within the specific defined geographical territory.

Role Responsibilities:


Identify and engage with potential customers in your assigned territory and build strong customer relationships.
Conduct daily sales visits and develop a sales funnel of potential customers.
Represent... our brand professionally and enthusiastically when educating customers on our product and ensure 100% adherence to the prescribed sales process.
Meet and exceed the monthly set sales targets, which will be communicated. 
Ensure operational excellence through a full work attendance record, 100% system usage compliance, and timely sharing of daily sales activities reports.  


Academic Qualifications required:

Certificate, Diploma, or Bachelor's degree in a relevant field.

Key competencies required for the role:  


Proven sales experience with a record of meeting and exceeding sales targets. 
Strong communication & negotiation skills with the ability to handle objections and close deals.
Self-motivation and resilience: A relentless attitude, and go-getter mindset with the ability to find new ways and creative ways to attract and convert customers.
Good work planning capabilities to allow for forecasting and building a credible pipeline of potential clients.
Experience selling home internet services or working with low-income and informal communities will be an added advantage. 


Mandatory criteria with no exceptions to hire:


At least 1 year of sales experience with a record of owning and delivering on sales targets, preferably business-to-consumer (B2C).


What’s In It for You? 


A monthly retainer and highly- rewarding commission structure – We believe in rewarding top performers and have a competitive commission structure in place: The more you sell, the more you earn!
Additional company benefits: Medical cover, airtime allowance, transport allowance and an annual training allowance. 
Career growth opportunities in a rapidly expanding company.
Exciting work environment and Culture with a dynamic, supportive team. more

Mission Statement for the Role:

Responsible for delivering the overall revenue and customer growth targets within the specific defined geographical territory.

Role Responsibilities:


Identify and engage with potential customers in your assigned territory and build strong customer relationships.
Conduct daily sales visits and develop a sales funnel of potential customers.
Represent... our brand professionally and enthusiastically when educating customers on our product and ensure 100% adherence to the prescribed sales process.
Meet and exceed the monthly set sales targets, which will be communicated. 
Ensure operational excellence through a full work attendance record, 100% system usage compliance, and timely sharing of daily sales activities reports.  


Academic Qualifications required:

Certificate, Diploma, or Bachelor's degree in a relevant field.

Key competencies required for the role:  


Proven sales experience with a record of meeting and exceeding sales targets. 
Strong communication & negotiation skills with the ability to handle objections and close deals.
Self-motivation and resilience: A relentless attitude, and go-getter mindset with the ability to find new ways and creative ways to attract and convert customers.
Good work planning capabilities to allow for forecasting and building a credible pipeline of potential clients.
Experience selling home internet services or working with low-income and informal communities will be an added advantage. 


Mandatory criteria with no exceptions to hire:


At least 1 year of sales experience with a record of owning and delivering on sales targets, preferably business-to-consumer (B2C).


What’s In It for You? 


A monthly retainer and highly- rewarding commission structure – We believe in rewarding top performers and have a competitive commission structure in place: The more you sell, the more you earn!
Additional company benefits: Medical cover, airtime allowance, transport allowance and an annual training allowance. 
Career growth opportunities in a rapidly expanding company.
Exciting work environment and culture with a dynamic, supportive team. more

Mission Statement for the Role: 

Exceed your sales numbers through exceptional telephone salesmanship, creating leads, initiating prospect calls and establishing ongoing rapport with existing and potential customers for referrals. 

Financial:

Ensure that customers make payments via the company accounts. 

Role Responsibilities: 


Sales & Lead Generation to achieve monthly... targets: Make outbound calls to potential customers, effectively pitch our product and handle inquiries to drive sales.
Customer Engagement & Relationship Building: Build rapport with prospects and customers to foster long-term relationships.
Follow the company’s tele-sales script and compliance guidelines to maintain an excellent Quality Assurance (QA) score by adhering to best practices.
Ensure all assigned leads are contacted within agreed timelines and updated accurately in the Sales Lead Generation Database.


Academic Qualifications required:


Certificate, Diploma, or Bachelor's degree in a relevant field.


Key competencies required for the role:  


Relentlessly driven and highly competitive to succeed and exceed sales targets.
Exceptional salesmanship skills.
Accuracy of forecasting, and credible pipeline management of opportunities. 
Ability to give clear updates on sales activities and expected reports.


Mandatory criteria with no exceptions to hire:


Must have experience in sales in a busy Tele-sales environment.
Must have worked with sales targets and hit/exceeded them.
Must have exceptional customer service, telephone etiquette, communication skills, and working knowledge of the latest technology in telesales.


What’s In It for You? 


A monthly retainer and highly- rewarding commission structure – We believe in rewarding top performers and have a competitive commission structure in place: The more you sell, the more you earn!
Additional company benefits: Medical cover, airtime allowance, transport allowance and an annual training allowance. 
Career growth opportunities in a rapidly expanding company.
Exciting work environment and culture with a dynamic, supportive team. more

Mission Statement for the Role:

To develop, engage with, and maintain all aspects of the Communities we serve, from developing relationships in each location to maximising sales opportunities, minimising network infrastructure costs, and creating Impact in all areas we serve.

Overall Responsibility:

This position is responsible for implementing market expansion strategies as well as... building and sustaining key relationships with a wide variety of internal and external stakeholders including key state officers, local government officials, community leaders, organized community groups members, customers, and potential tower hosting building owners including their caretakers. The role’s goal is to ensure that all building contracting activities are done as per process and early enough to support tower, MTU, Uko poa! service and other network works for smooth and efficient network launch

People:


None direct, managing community relationships is paramount


Financial:


Lowest overall costs of network infrastructure per network Distribution point.
Lowest cost of school acquisition
Lowest cost poa:street location acquisition
All landlord payments are on time, with 100% uptime


Key SMART Results for A-Player Success


Ensure a final "Go/No Go" market assessment in any new areas to ensure all desktop, technical and research-based analysis is complemented with on-the-ground validation - Q4 2025
Understand and communicate the “informal community dynamics” by getting deep into each community and their leaders and understanding the challenges and opportunities for Poa! - 
Q4 2025
Ensure the lowest cost per tower commercial deals for all deployments of the network by negotiating within the constraints set by the company to ensure the best value commercial deals for the business at all times both on the supplier and customer side - Q4 2025
Accurate and daily periodic performance reporting of network expansion activities including findings and insights that shape expansion strategies - Q4 2025
Ensure that all major sambazas in a community are identified and known in person and have had documented conversations with all about the wholesale provision of capacity to them - Q4 2024
Identify strategic high-traffic areas and contract businesses in the areas for Street Wi-Fi service -Q4 2025
Ensure successful negotiation (within the constraints set by the company), acquisition, and contracting of a minimum of 60 buildings per month in your assigned network for success - Q4 2025
Achieve zero conflicts and misunderstandings with the communities we serve and other third parties by ensuring 100% compliance to the written down community engagement processes and procedures - Q4 2025
Identify community group provision of services (e.g. free internet to Schools) in place with the relevant parties - Q4 2025
Ensure poa! has a number of community organisations in place and installed with poa! services as directed by the Head of Sales - Q4 2025
Play a lead role in identifying strategic high footfall areas for Street Wi-Fi service- Q4 2023
Achieve zero network downtime as a result of community-related reasons, e.g. building running out of tokens for power - Q4 2025
Work collaboratively in events, monitoring and building relationships with community stakeholders and influencers within the assigned network - Q4 2025


Level of management experience required (Mandatory & Nice to Have):


A minimum of 2 years experience working in low-income communities, preferably on community projects and field sales assignments.


Department stage of development where this role sits (starting, preparing for scale, scaling, mature):


Preparing for scale-up


Key Competencies


Ability to work independently, prioritise tasks, and manage time effectively - H
Poa attitude -Has POA VALUES all over them - H
Be a self-starter capable of taking on a role with minimal supervision and guidance and delivering them through to a successful conclusion - H
Excellent negotiation skills - H
Knowledgeable in how local authority, government, and communities run their affairs with an appreciation of minimum legal requirements affecting relationships of the role - H
Exceptional interpersonal skills with the ability to own and manage both internal and external communication - H


Mandatory Criteria if Any (with no exceptions to hire)


Must have worked in the fast-growing tech services sector with not less than 2 years experience in market expansion and community-related work - new market acquisition, market analysis, and research
Must have a minimum of a college Diploma qualification
Fieldwork experience in operating with informal communities more

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. more

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. more

Mission Statement for the Role:


To own the implementation and operational delivery of Poa’s Impact and Environmental, Social and Governance (ESG) activities and actualise the ESG and Impact plan, ensuring that projects undertaken are tracked and their impact reported against set targets.


Overall Responsibility:


Implementation of ESG and Impact... Projects


Financial:


Project CAPEX/OPEX


People:


None at the moment


Key SMART Results for A-Player Success - Target, Year 1


Ensure ESG and Impact Projects are delivered on time and within budget – Ongoing
Manage the contracts of any consultants or contracted parties supporting on ESG and Impact – Ongoing 
Understand the current state of Impact within Poa and develop a project implementation roadmap - End of Q1 2025
Develop and implement training and awareness programs within Poa on ESG projects- Ongoing
Support in conducting studies and research on ESG project impact - Ongoing
Data collection, monitoring, evaluating and reporting on progress and ESG initiatives - Ongoing
Participate in forums and conferences on ESG and Impact issues - Ongoing
Track ESG regulatory developments affecting project implementation and advise the organization on appropriate responses - Ongoing
Identify and engage potential partners to support Poa’s Impact and ESG initiatives – Ongoing
Ensure synergies and consistency across data collection and reporting - Ongoing
Support the production of annual reports – End of Q4 2025
Support in the development of impact research areas and lead in the design of impact studies from a technical M&E perspective with support from the Insights team - Ongoing
Support to foster a culture within Poa where the impact of ESG projects are embraced and reflected in daily activities- Ongoing


Level of Management Experience required


Experience in ESG and Impact project implementation.


Department stage of development where this role sits


Preparing for scale.


Key Competencies - Criticality (H, M, L)


Ability and expertise in the provision of expert technical support for the development of ESG and social-related projects, including but not limited to community and stakeholder/rightsholder engagement - H
Experience in training to build the capability and capacity of stakeholders - H
Managing and coordinating small or medium size projects - H
Business development and pitching proposals to potential donors and partners – M
Held budgetary responsibility for ESG Projects – M
Working knowledge in Environmental and Social Management System (ESMS) and knowledge in Carbon Footprint Reduction, Responsible Investing, Environmental Discharges EHS auditing Techniques – M
Possess strong analytical, evaluation design, and methodological skills, and utilizes right-fit methods for a broad range of quantitative and qualitative approaches – H
Strong network in the 'for good' development space – M
Ability to facilitate the process of turning ESG data into meaningful stories for the organization – H
Ability to draft narrative content for sustainability reports, trends reports, and other communications - M


Mandatory criteria with no exceptions to hire:


Must have supported Poa or mid/large organizations in East Africa with the implementation of Impact and ESG Projects.
Must have worked with a multicultural leadership team.
Excellent communication and writing skills, with a keen ability to synthesize and present complex data in a simple, compelling, meaningful way (the ability to produce beautiful and top-notch data visualization is a plus).
Highly evolved analytical skills, good research skills, project management, data management and visualization skills.
Exposure in preparing and delivering proposals and stakeholder management.
Progressive history of building successful relationships and working collaboratively.
Strong organizational and critical thinking skills with the ability to work on multiple complex projects in diverse areas.
Self-starter with the ability to work independently without close supervision and manage priorities to meet challenging deadlines.   
Aptitude and willingness to learn aspects of ESG and Impact.   
The role is Africa-based and requires the willingness to travel within Kenya and other future operations. more

Mission Statement for the Role:

To create clear and comprehensive release and deployment management plans by building, installing, testing, and deploying Release Packages efficiently, successfully and on schedule.

Overall Responsibility:




The Junior Quality Assurance Engineer is responsible for designing and implementing tests, debugging, and defining corrective actions. You will... also review system requirements and track quality assurance metrics for poa! Internet.

Key SMART Results for A-Player Success—Target, Year 1


Reviewing and analysis of requirements, specifications, and technical design documents, providing timely feedback—Q1 2025
Ensuring that requirements are clear across dependent project streams with an effective release—Q1 2025
Maintaining release schedules for every core service and ensuring it aligns with major vendors and other stakeholders—Q1 2025
Ensuring that releases operate as per expectations and bugs/issues per release are tracked—Q1 2025
Work with Product Management to create release guidelines to distribute across poa! internet- Q1 2025
Measuring and monitoring the progress of releases after deployment-Q1 2025
Providing weekly updates on release activities—Q1 2025


Level of Experience required (Mandatory & Nice to Have)


Mandatory: Experience working in Software Development
Mandatory - Continuous working experience in Software Quality Assurance
Nice to Have- Experience in networking


Department stage of development where this role sits (starting, preparing for scale, scaling, mature)

Prepare for Scale / Systemization

Key Competencies - Criticality (H,M,L)


Ability to use automated tools and execute automated test plans -H
Good understanding and proficiency in programming languages -   H
Good technical understanding and analysis of requirements, developing test approaches, writing comprehensive test plans and test cases, and preparing test data for data testing - H
Skilled in the design, development and implementation of processes and procedures that drive standardized management of application life-cycle activities- H
Strong knowledge of agile methodology to develop and execute application test plans, including continuous integration and test-driven development- H
An understanding of quality assurance test methodologies, deliverables, processes, strategies, techniques and the software development life cycle (SDLC) - H
Ability to conduct needs analysis using requirements for various business processes, including information flow, reporting and applications for defined functional area; ability to document using standard terminology and formatting - H
Knowledge and experience with JIRA for tracking of issues and tasks -H
Good understanding of testing at various phases of life-cycle (unit, integration, system, acceptance, regression) and test efficiencies (performance, stress, capacity) - H
Demonstrated experience with modern Application Life Cycle Management processes and tools for code management, version control, build management, continuous integration, integrated development environments, issue tracking, quality assurance, and test automation -H


Mandatory criteria, if any, with no exceptions to hire.


Bachelor's degree in Computer Science, Information Systems, Engineering (or similar) or equivalent relevant professional experience and education.
One or more years working hands-on in software development.
Two or more years working in software quality assurance. more

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... 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 and computer literacy
Social media competency


Key SMART Results for A-Player Success


Poa! Customer Experience is known across Kenya for being able to be reached on any channel the customer needs to reach us; phone, social media, WhatsApp, email or chat.
Poa! Customer Experience is known for its 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 representatives are acknowledged by our users on Social Media as a 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 years experience a in Customer Service environment.
Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology. more

Mission Statement for the Role: 

The Workforce Management and MIS Analyst is dedicated to optimising workforce efficiency and driving operational excellence by delivering actionable insights through data analysis. This role ensures staffing levels align with customer service demands, enhances performance management, and supports data-driven decision-making to enable seamless operations within... poa! environment.

Overall Responsibility:

The workforce management & MIS analyst is responsible for ensuring optimal workforce efficiency and operational performance through effective forecasting, scheduling, and real-time monitoring. This role involves analysing data to deliver actionable insights, managing staffing levels to meet service demands, and supporting strategic decision-making. Additionally, the analyst oversees the development and reporting of key performance metrics (MIS), enabling leadership to make informed, data-driven decisions in a fast-paced environment.

Key SMART Results for A-Player Success


Forecast workload volumes for the Contact Centre based on historical data and seasonal trends- By the end of Q2 2025.
Create and manage staff schedules to meet SLAs for customer interactions -By the end of Q2 2025.
Monitor real-time operations to ensure service availability and escalate any deviations from service levels- By the end of Q2 2025.
Analyse workforce performance metrics such as schedule adherence, occupancy, and efficiency- By the end of Q2 2025.
Collaborate with cross-functional teams to align staffing plans with business goals and service delivery targets- By the end of Q2 2025.
Prepare and present regular WFM reports to highlight trends, challenges, and opportunities for resource optimization- By the end of Q2 2025.
Design and maintain dashboards and reports to track KPIs, including first call resolution, network uptime, churn rates, installation turnaround times, and ticket resolution- By the end of Q3 2025.
Analyze customer data, including traffic patterns, peak usage, and service disruptions, to inform decision-making and improve operational efficiency - By the end of Q3 2025.
Generate insights to support operational strategies, such as churn reduction and customer retention efforts- By the end of Q3 2025.


Level of Management Experience Required (Mandatory & Nice to Have)


Mandatory: Proven experience in Workforce management, especially in B2C environment within Kenya, operating from a few thousand and scaling to tens of thousands of customers


Department stage of development where this role sits


Scaling


Key Competencies (H, M, L)


Proficient in analysing complex data sets to identify trends, insights, and opportunities for optimization. H
Ability to interpret metrics and translate data into actionable recommendations. H
Expertise in forecasting, scheduling, and capacity planning to ensure staffing aligns with business needs. H
Real-time management skills to adjust resources dynamically for optimal performance. H
Ability to identify inefficiencies and propose effective solutions to improve workforce and operational performance. H
High level of accuracy in data analysis, reporting, and scheduling to ensure informed decision-making. H
Excellent written and verbal communication to clearly convey insights and recommendations. H
Ability to collaborate with cross-functional teams and present data-driven strategies to stakeholders. H
Ability to thrive in a fast-paced, dynamic environment with evolving priorities. H
Flexibility to handle unexpected changes in staffing or operational demands. H
Strong organizational skills to prioritize tasks, meet deadlines, and manage multiple responsibilities effectively. H


Mandatory Criteria if Any, with no exceptions to hire


Must have worked in a Contact Center environment within WFM team.
Proficiency in data analysis software and reporting tools such as Excel, SQL, Power BI, or Tableau.
Experience with CRM tools (e.g., Zendesk, Avaya, Ameyo).
Good understanding of customer service metrics and their impact on workforce and operational planning. more

Mission Statement for the Role: 

To provide leadership, support and guidance to Customer Service agents on shift in order to ensure swift and clear communication with customers in resolving their incoming requests.

Overall Responsibility:

Provide frontline leadership as the team leader, lead the agents on shift to ensure all inbound communication channels are being monitored and responded... to within SLA. Ensure that tickets that are active at the end of the shift are properly reassigned to the next shift, ensuring continuity and ownership.

Financial:

Limited customer account approvals.

People:

Managing between 12-20 agents depending on shift and timings and growth in 2025.

Key SMART Results for A-Player Success


Build a high-performing team through coaching and mentoring  Customer Service agents to deliver the best customer experience -By the end of Q4 2025
Ensure Poa! Customer Service is accessible across all channels: Phone, social media, WhatsApp, email, and chat - By the end of Q4 2025
Monitor customer service operations to ensure empathy, quick response times, and ability to resolve customer complaints effectively - By the end of Q4 2025
Foster collaboration with other teams and stakeholders to resolve the customer enquiries as rapidly as possible - By the end of Q4 2025
Ensure troubleshooting processes are consistently adhered to by team members, providing guidance and support to improve their troubleshooting skills and identifying opportunities to enhance and refine existing procedures for better outcomes - By the end of Q4 2025
Continuously provide insights that help to improve the Customer Service department operations and move the business to a different level -By the end of Q4 2025
Uphold and promote a culture of excellence, accountability, and customer-centricity within the team - By the end of Q4 2025


Level of Management Experience Required (Mandatory & Nice to Have)


Mandatory: Experience in leading a team of 5-12 in a similarly high-pressure CS inbound environment.
Nice to have: Experience in leading status report meetings, and performance report submission.


Department stage of development where this role sits


Scaling


Key Competencies (H, M, L)


Clear, empathetic written and verbal communication skills. H
Ability to solve problems on multiple planes. H
Attention to details—troubleshooting and resolution is an observer's game—being able to identify and spot problems is a key to success in the role. H
Time management: The ability to resolve specific tasks within the allotted times. H
The ability to ask for help—knowing when and how to ask for help internally and with other departments to resolve a customer enquiry. H
Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges. H
Coaching mindset—working with others on the team to help them solve customer enquiries in a timely manner. H
Digital and computer literacy. H
Social media competency.  H
Strong phone contact handling and active listening skills. H


Mandatory Criteria if any, with no exceptions to hire


Must have worked in a contact centre environment leading a team.
Proficiency with Reporting, Gmail, & Google Suites (Docs, sheets, slides).
Experience with CRM tools (e.g., Zendesk, Avaya, Ameyo).
Familiarity with KPIs like FCR, AHT, and customer satisfaction scores.
Ability to resolve conflict resolution and de-escalation.
Ability to work well with minimum supervision. more

Mission Statement for the Role: 

Lead a dynamic team of technicians dedicated to providing exceptional Level 2 support and solutions to poa! customers, with a relentless commitment to excellence

Overall Responsibility:

To ensure the smooth and efficient operation of the Technical Support team by resolving technical issues promptly & delivering excellent customer... service

People:

Technical Support Technicians

Key SMART Results for A-Player Success


Reduced average response time by 10% through continuous process enhancement, team development efforts, and fostering effective collaboration with other support teams -End of Q4 2025.
Identified troubleshooting gaps & implemented regular training sessions and performance reviews to develop staff knowledge and skills, with the aim of achieving set SLAs -End of Q4 2025.
Provide internal training, along with the technical operations manager and quality manager, to introduce, implement, and maintain effective and efficient processes that support the customer incident and problem management processes - End of Q4 2025.
Ensured that ticket queues are managed effectively by achieving a first-call resolution rate of at least 80% - End of Q4 2025.
Drive service improvements and provide best practice incident management of issues impacting our customer base through resolution, including escalation within the business & communication to stakeholders - End of Q4 2025.
Ensure comprehensive technical integration support for the Field Services team, addressing 99% of all requests within SLA - End of Q4 2025.
Providing effortless customer experience by proactively recommending changes to product information, alternatives, and solutions - End of Q4 2025.
Proactively provided technical insights and recommendations whilst ensuring effortless decision-making by offering tailored information, alternatives, and solutions - End of Q4, 2025.


Level of Management Experience Required (Mandatory & Nice to Have)

2 years in a team lead or leadership role and 4 years in wireless installation/related fields.

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)


Have knowledge of routing and switching protocols, IT systems, and radio frequency -H
At least 4 years experience in wireless installation or a related field -H
Great interpersonal, verbal and written communication, and conflict resolution skills -H
Customer focused with strong analytical, troubleshooting, and problem-solving skills - H
Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years - H
Problem-solving abilities to troubleshoot complex issues and provide guidance to technical support technicians - H
Experience in a leadership role for at least 2 years - H


Mandatory Criteria if Any, with no exceptions to hire


Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
Must have 2 years progressive experience in a team lead or similar leadership position.
Must have at least 4 years experience in wireless installations or related fields. more

Mission Statement for the Role: 

Level 2 in-depth troubleshooting and back-end analysis with the aim of providing solutions and recommendations for both customer and technical-related incidents.

Overall Responsibility:

To address and resolve technical escalations from the contact centre, support field service partners and follow up on network downtimes with the NOC... team.

People:

Individual Contributor

Key SMART Results for A-Player Success


Ensure all technical issue escalated from L1 teams are resolved within 1 hour with detailed updated respective tickets - End Q4 2025
Escalate 100% issues and patterns associated with network performance and availability to the NOC team for resolution at the end of every 8-hour shift (e.g., sector load/performance issues) - End Q4 2025
All escalated issues with common problems & root causes identified and proposed resolutions communicated with NOC / L1 within 1 hour - End Q4 2025
All customer complaints that can be resolved on FCR are identified and shared with the Technical Operations Manager at the end of every 8-hour shift for training of the L1 team-  End Q4 2025
Address all technical issues escalated in regard to installation and field support by Service Partners within 10 minutes during working hours - End Q4 2025
Support in the creation, management and adherence of detailed departmental documentation and processes - End Q4 2025


Department stage of development where this role sits

Preparing for rapid scale

Key Competencies (H, M, L)


Have knowledge of routing and switching protocols, IT systems, and radio frequency- H
Results-orientated with track record of working in high-pressure business-to-consumer (B2C) technical support environments- H
Exceptional interpersonal, verbal and written communication, and conflict resolution skills- H
Customer focused with strong analytical, troubleshooting, & problem-solving skills- H
Have experience using CRM and remote support tools, with demonstrated end-to-end ownership of escalated customer issues- H
Has experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years- H
The ability to communicate technical information in an accessible manner to non-technical employees-  H


Mandatory Criteria if any, with no exceptions to hire


Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
Must have at least 2+ progressive years working in a similar setup. more

Mission Statement for the Role: 

To be the face of Poa Internet on a daily basis for customers reaching out to us through our omnichannel customer experience channels.

Overall Responsibility:

Receive, document, and resolve inbound requests from customers through all our inbound communication channels-voice, WhatsApp, social media, and chat on a daily basis.

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, WhatsApp, email or chat - By the end of Q1 2025
Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end of Q1 2025
Poa customer experience shift teams are known internally as the teams that collaborate and seek help to resolve customer inquiries as rapidly as possible-By the end of Q1 2025
Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems - By the end of Q1 2025
Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end of Q1 2025


Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)


Clear, empathetic written and verbal communication skills - H
Ability to solve problems on multiple planes - H
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 - M
Time management: The ability to resolve specified tasks within the slotted times - H
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 - M
Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges - H
Digital and computer literacy - H
Social media competency - H


Mandatory Criteria if Any, with no exceptions to hire


Must have a learning and growth mindset more

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 a Telesales Representative in our Telesales Department.


Mission Statement for the Role: 


Exceed your sales numbers through... exceptional telephone salesmanship, creating leads, initiating prospect calls and establishing ongoing rapport with existing and potential customers for referrals. Be part of the team that's aiming to deliver over 85% of your total sales target into the company.


Overall Responsibility: 


Make sales and hit the target number!


Financial:


Collect payments from customers via M-PESA


People:

None

Key SMART Results for A-Player Success:                                                            


Achieve the set number of sales that will be communicated every month - Monthly
Adhere to prescribed tele-sales process with zero deviations, ensuring the highest industry customer satisfaction rates - Weekly
Achieve a 100% work attendance record with an absence management that is fully compliant to company policies and procedures - Monthly
Make a minimum of 100 unique calls daily through the system(inbound and outbound) with a daily talk time of 4 hours - End 2024/5
Ensure all leads allocated to you on the Sales Lead Generation Database (Icon) are contacted within the timelines agreed upon with the Telesales Team Leader and have a corresponding most recent update on the Database (Icon) with all fields filled correctly - End 2024/5
Must have in-depth product knowledge; adhere to the script and guidelines. The average call Quality Assurance should be 96% - Monthly
Adhere to Company policies and ethical standards - Daily


Level of Management Experience Required: 

None

Department stage of development where this role sits: 


Rapid Scale and Growth


Core energy required for this position: 


Doer / Positive/ Aggressive


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 on the phone, and ideally into 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


Mandatory Criteria if any, with no exceptions to hire:


Minimum of 1 year experience in sales in a busy Tele-sales environment.
Must have worked with sales targets and hit/exceeded them.
Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology in tele-sales. more

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 a Field Sales Representative in our Commercial Department.


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! Be part of the team aiming to deliver over 70% of the total company sales.


Area Coverage:

Barnabas, Free Area, Jerusalem, Kiratina, Mawanga, Nakuru West, Section 58, Lanet and Heshima.

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage: 


1-3 months: 15 sales
4-6 months: 30 sales
6+ months: 50 sales


Conduct at least 20 customer visits on a daily basis and develop a sales funnel of customers categorized into the system as below: Q4 2024


Hot leads: 20%
Warm Leads:30%
Cold Leads:40%
Paid customers:10%


Ensure proper utilization of resources: Q4 2024


Drive 12 fliers per sale and at least 3 sales for every parasol activation.
100% adherence to the prescribed sales process with zero deviations to plan and ensure the assigned field sales territory attained the highest industry customer satisfaction rates- Q4 2024


Operational Excellence: Q4 2024


Attain 100% work attendance record with an absence management that is fully compliant with company policies and procedures.
100% compliance on system usage for lead generation, categorization & sales made.
Timely reporting of sales updates at 11:00 am, 3:00 pm and 6:00 pm on a daily basis.


Level of Management Experience required:


None


Department stage of development where this role sits:


Rapid Scale and Growth


Core energy required for this position:


Doer / Positive/ Aggressive


Key Competencies Criticality (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 in 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 with no exceptions to hire:


Must have owned and delivered on a sales target more

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 a Field Sales Representative in our Commercial Department.


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! Be part of the team aiming to deliver over 70% of the total company sales.


Area Coverage:

Kitengela and its environs

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage: 


1-3 months: 15 sales
4-6 months: 30 sales
6+ months: 50 sales


Conduct at least 20 customer visits on a daily basis and develop a sales funnel of customers categorized into the system as below: Q4 2024


Hot leads: 20%
Warm Leads:30%
Cold Leads:40%
Paid customers:10%


Ensure proper utilization of resources: Q4 2024


Drive 12 fliers per sale and at least 3 sales for every parasol activation.
100% adherence to the prescribed sales process with zero deviations to plan and ensure the assigned field sales territory attained the highest industry customer satisfaction rates- Q4 2024


Operational Excellence: Q4 2024


Attain 100% work attendance record with an absence management that is fully compliant with company policies and procedures.
100% compliance on system usage for lead generation, categorization & sales made.
Timely reporting of sales updates at 11:00 am, 3:00 pm and 6:00 pm on a daily basis.


Level of Management Experience required:


None


Department stage of development where this role sits:


Rapid Scale and Growth


Core energy required for this position:


Doer / Positive/ Aggressive


Key Competencies Criticality (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 in 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 with no exceptions to hire:


Must have owned and delivered on a sales target more

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 a Field Sales Representative in our Commercial Department.


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! Be part of the team aiming to deliver over 70% of the total company sales.


Area Coverage:

Kajiado Territory: Rongai, Kiserian, Ngong and its environs

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage: 


1-3 months: 15 sales
4-6 months: 30 sales
6+ months: 50 sales


Conduct at least 20 customer visits on a daily basis and develop a sales funnel of customers categorized into the system as below: Q4 2024


Hot leads: 20%
Warm Leads:30%
Cold Leads:40%
Paid customers:10%


Ensure proper utilization of resources: Q4 2024


Drive 12 fliers per sale and at least 3 sales for every parasol activation.
100% adherence to the prescribed sales process with zero deviations to plan and ensure the assigned field sales territory attained the highest industry customer satisfaction rates- Q4 2024


Operational Excellence: Q4 2024


Attain 100% work attendance record with an absence management that is fully compliant with company policies and procedures.
100% compliance on system usage for lead generation, categorization & sales made.
Timely reporting of sales updates at 11:00 am, 3:00 pm and 6:00 pm on a daily basis.


Level of Management Experience required:


None


Department stage of development where this role sits:


Rapid Scale and Growth


Core energy required for this position:


Doer / Positive/ Aggressive


Key Competencies Criticality (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 in 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 with no exceptions to hire:


Must have owned and delivered on a sales target more

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 a Field Sales Representative in our Commercial Department.


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! Be part of the team aiming to deliver over 70% of the total company sales.


Area Coverage:

Bondeni, Kaptembwo, Kenlands, Langalanga, Mother Teresa Hotel, Rhonda and Kiamunyi.  

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage: 


1-3 months: 15 sales
4-6 months: 30 sales
6+ months: 50 sales


Conduct at least 20 customer visits on a daily basis and develop a sales funnel of customers categorized into the system as below: Q4 2024


Hot leads: 20%
Warm Leads:30%
Cold Leads:40%
Paid customers:10%


Ensure proper utilization of resources: Q4 2024


Drive 12 fliers per sale and at least 3 sales for every parasol activation.
100% adherence to the prescribed sales process with zero deviations to plan and ensure the assigned field sales territory attained the highest industry customer satisfaction rates- Q4 2024


Operational Excellence: Q4 2024


Attain 100% work attendance record with an absence management that is fully compliant with company policies and procedures.
100% compliance on system usage for lead generation, categorization & sales made.
Timely reporting of sales updates at 11:00 am, 3:00 pm and 6:00 pm on a daily basis.


Level of Management Experience required:


None


Department stage of development where this role sits:


Rapid Scale and Growth


Core energy required for this position:


Doer / Positive/ Aggressive


Key Competencies Criticality (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 in 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 with no exceptions to hire:


Must have owned and delivered on a sales target more