Jobs at Poa Internet

Mission Statement for the Role:

Recruit and develop a highly efficient commission-only sales agents team to meet the business objectives of the organisation.

Overall Responsibility:

Recruit, engage, activate and generate revenue from commission-only sales agents. Leverage business by activating and improving commission-only agent productivity.

Financial:

Responsible for hitting a target of 673 new installations within the first 12 months of joining, by adhering to the prescribed sales process laid by Poa Internet.

People:

Responsible for recruiting a team of 59 commission-only sales agents in the first 12 months from the joining date.

Location:

• Nairobi East  (Jogoo Road, Umoja, Kayole and its environs)
• Nairobi West (Kibera, Kawangware, Kinoo  and its environs)

Key SMART Results for A-Player

Recruit a team of new sales agents within the first 12 months from date of joining, target breakdown as follows: 

• First 3 months: 18 New Sales Agents
• 4 to 6 months: 15 New Sales Agents
• 7 to 9 months: 14 New Sales Agents
• 10 to 12 months: 12 New Sales Agents

Ensure there are active sales agents at any given month, definition of active sales agent is at least 1 install per agent per month, target breakdown as follows:

• First 3 months: 24 Active Sales Agents
• 4 to 6 months: 49 Active Sales Agents
• 7 to 9 months: 69 Active Sales Agents
• 10 to 12 months: 84 Active Sales Agents

Responsible to meet monthly sales targets through active sales agents under your supervision, breakdown as follows:

• First 3 months : 74 Sales
• 4 to 6 months: 145 Sales
• 7 to 9 months: 205 Sales
• 10 to 12 months: 249 Sales

Ensure all physical outlets have point of sale material in place at all times and are regularly reviewed for 100% compliance by Marketing or Centre Of Excellence Team from Poa Internet - Monthly.

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

• Mid supervisory level management with not less than 3 years of sales experience, 1 yr of which should have been leading sales team of not less than 5 people.

Department stage of development where this role sits

Scaling.

Key Competencies Criticality (H, M, L)

• History of recruiting and managing exceptional high performing commission only sales agents while delivering results including retail agents/dealers, foot soldiers and centre of influence people - H
• Proven track record of exceeding the sales budgets by leading a commission only model - H
• Must have worked full time in field, demonstrating / observing sales processes for efficiencies - H
• Should be adaptable, open to learning, and able to adjust strategies to meet changing customer needs and market conditions - M
• Good knowledge of agency sales model and must demonstrate understanding of how to manage, motivate and drive performance through agents and indirect channels - H
• Staying informed about industry trends, competitors, and the latest advancements in home internet space in Kenya - M
• Should be able to manage the entire sales process efficiently, from initial contact to post-sale referral leads for sales Agents - M

Mandatory Criteria if Any with no exceptions to hire:

• Must have led a team of Commission Sales Agents and delivered high sales numbers.
• Must have demonstrated training and development opportunities to help agents improve their sales skills. This includes product knowledge training, sales techniques, and objection handling.
• Must possess good analytical skills: Analyzing sales data, trends, and performance metrics is important. Must have used this data to make informed decisions and optimize sales strategies.

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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:

• Poa customer experience is known across Kenya for being able to understand customer expectations and foster customer loyalty through exceptional customer care- By the end 2024
• Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end 2024
• Poa customer retention team are known internally as the team that collaborate and seek help to resolve the customer inquiries as rapidly as possible- By the end 2024
• Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems- By the end 2024
• Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end 2024

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

Mandatory Criteria with no exceptions to hire:

• Minimum of 1–2 years experience in Customer Service environment.
• Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.