Customer Service Internship

iNet Africa is a rapidly growing and innovative Internet Service Provider (ISP) dedicated to connecting individuals and businesses across Kenya. Founded in 2018, iNet Africa has established itself as a leader in providing reliable, high-speed internet access, with a strong presence in Malindi, Watamu, and Kilifi.

Our mission is to revolutionise the way Kenyans live, work, and play by bridging the digital divide, one connection at a time. iNet Africa’s state-of-the-art infrastructure enables us to deliver unparalleled connectivity and network performance to our clients.

In addition to our core ISP business, iNet Africa has expanded its services to include Coders Africa, a software development arm specializing in Flutter-based applications, and Instock Africa, an e-commerce platform seamlessly integrated with our internet services.

iNet Africa takes pride in its customer-centric approach, offering personalized support and tailored solutions to meet the unique needs of our clients. Our dedicated team of professionals is committed to excellence, ensuring that iNet Africa remains at the forefront of the industry while empowering lives through technology.

We are seeking a passionate and motivated Customer Service Intern to join our dynamic team. This internship provides an excellent opportunity to gain hands-on experience in the customer service field. As an intern, you will serve as the first point of contact for our valued customers, assisting with inquiries and ensuring a positive and professional experience.

This role is ideal for an individual who is eager to learn, develop strong communication skills, and contribute to delivering exceptional service.

Key Responsibilities

• Greet and engage customers via phone, email, and chat in a friendly and professional manner.
• Identify customer needs and direct them to the appropriate service or department.
• Accurately input and update customer interaction details in the CRM system after each engagement.
• Manage and respond to basic customer inquiries and support tickets on time.
• Escalate complex issues to senior team members or relevant departments.
• Assist in monitoring customer account balances and support basic payment reminders and notifications.
• Follow up with customers to ensure satisfaction and resolve any pending concerns.
• Help prepare basic reports on customer interactions and resolutions.
• Maintain organized records of all customer communications.
• Support customers with basic troubleshooting by guiding them through steps to resolve common issues.
• Work collaboratively in a team-oriented and customer-focused environment to enhance the overall customer experience.

Requirements

• Living in or willing to relocate to Mombasa.
• Strong passion for customer service and helping others.
• Excellent written and verbal communication skills.
• Strong problem-solving ability with a customer-first attitude.
• Ability to work efficiently in a fast-paced environment.
• Good organizational skills and attention to detail.
• Proficiency in CRM systems and basic computer software is an added advantage.
• Previous experience in customer service or a related field is a plus.

Benefits

• Practical experience and valuable insights into customer service within a dynamic, growing company.
• Development of professional communication, problem-solving, and organizational skills.
• The opportunity to work within a supportive, collaborative team dedicated to customer satisfaction.
• Potential for growth and consideration for future employment based on performance.