Customer Service Internship

KeNIC is actively seeking ambitious, final-year students or recent Kenyan graduates for a dynamic 3-Month Customer Service Internship based in Nairobi. This entry-level opportunity provides crucial, real-world exposure to managing the nation’s vital `.ke` domain operations by focusing on fostering exceptional client relationships. Successful interns will dive into critical activities, including customer follow-ups, complaint resolution, and contributing insights from retention surveys, all while developing essential analytical and communication competencies vital for a thriving tech career.

About KeNIC

Kenya Network Information Centre (KeNIC) is the entity charged with the management and the administration of the .ke Country Code Top-Level Domain (.ke ccTLD) name.

About the Role

Terms: 3 months internship

Job Purpose

The internship program offers a valuable opportunity for individuals to gain hands-on work experience, expand their knowledge, refine career goals, and build a professional network with mentors. As a customer service intern, you will actively support various initiatives, participating in the planning and execution of customer care activities.

Responsibilities

1. Assist in conducting customer surveys
2. Make calls to registrants to follow up on domain renewal
3. Respond to customer complaints, inquires and follow the necessary procedures to escalate unresolved issues.
4. Contribute towards the growth of customer care retention.
5. Other responsibilities assigned

Qualifications

Education and Experience

1. A final-year student or recent graduate holding a degree in any business related field, IT or Social Sciences.
2. Computer proficient with Microsoft Office
3. Communication skills and phone etiquette skills
4. Interpersonal skills, problem solving skills
5. personable, presentable and articulate

Required competencies:

1. Business Development skills:  Ability to build a culture of customer services excellence within the organization.
2. Communication Skills: Ability to communicate effectively in both written and verbal communication
3. Email marketing skills: Ability to craft compelling subject lines, interesting body and call to action buttons
4. Computer Proficiency skills: Ability to use the computer efficiently and effectively as required.
5. Presentation Skills-Ability to deliver a message clearly and effectively to an audience
6. Tech-savvy: – Ability to use technology efficiently and effectively as required.

Behavioural Competencies:

1. Customer Centric: Understand who and what the customer wants and needs and prioritizes and provides timely response to create a positive experience while safeguarding the organization’s interest.
2. Communication: Effectively pass relevant and accurate information through diverse, tailored and engaging channels, that take into consideration the full communication cycle.
3. Analytical: Identify and define problems, extracts key information from data and develops workable solutions for the problems identified. data / content to draw conclusions, and solve problems
4. Creative: Develop fresh innovative ideas that provide solutions to all types of workplace challenges outside the usual practices

Special Requirements:

• Moderate travel
• Occasion weekend activities