Inbound Call Center Internship

Mawingu is connecting rural Kenya with affordable, reliable internet — and we’re hiring a CST – Inbound Intern!

ROLE SUMMARY

The Inbound Call Center Intern will be responsible for handling incoming calls from customers with the aim of providing exceptional service and maintaining minimal abandoned call rates.

This role involves troubleshooting network, technical, and system issues, managing sales calls with the goal of conversion, addressing ISP-related inquiries, managing call influx, reducing repeat customer calls, and managing social media interactions.

KEY RESPONSIBILITIES

• Customer Call Handling: Promptly and professionally handle customer calls while providing accurate solutions and minimizing abandoned calls.
• Technical Support: Offer first-level troubleshooting, escalate complex issues appropriately, and follow up to ensure resolution.
• Sales and Conversions: Handle installation and sales inquiries, clearly explain products and services, and meet sales targets.
• ISP-Related Inquiries: Resalve ISP-related questions accurately, stay updated on policies, and document all customer interactions.
• Call Influx Management: Efficiently manage high call volumes, especially during peak periods.
• Repeat Call Reduction: Identify recurring issues, provide clear and complete solutions, and follow up to prevent repeat calls. Social Media Management: Respond to customer queries on social platforms promptly, coordinate issue resolution, and engage customers to strengthen brand trust.

REQUIREMENTS

• Bachelor’s degree in IT, business administration, Communications, or a related field.
• Proven experience in customer success, account management, or a similar role, preferably within the ISP industry.
• Strong understanding of customer experience principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Customer Relationship Management

Somali candidates are encouraged to apply