Poa Internet Careers

Mission Statement for the Role:

Run a highly efficient and super motivated territory sales team to exceed targets in the designated territory and deliver month in month out. 

Overall Responsibility:

Building, hiring, supervising and organising a territory wide Field Sales team, comprising Field Sales Representatives and Trainees. In-charge of developing and deploying profitable acquisition strategies across the territory to meet targets and coordinating with the business on marketing and lead generation activities to exceed set business goals. 

Financial:

Ensure all sales are closed through company M-pesa transactions and feedback on the effectiveness of marketing activation as effectively as possible. Take measures and drive cost efficiencies throughout the customer acquisition process as directed by the company.

People:

Approximately 10 Field Sales Agents (depending on the size of the territory).

Key SMART Results for A-Player Success

Sales Efficiency:

• Maintain a month to month sales average of 50 sales per person per month by implementing daily routines focused on channel expansion, people productivity & sales growth activities - Monthly

Performance Management:  

• Manage the performance efforts for the territory sales teams through conducting daily shadowing programs, daily field accompaniments & coaching and steering daily performance meetings, weekly one on ones and monthly performance evaluations to ensure the team attains the set monthly goals (minimum 90%) - Daily

 Sales Funnel Management:

• Drive customer visit efficiency of 500 leads entered into Freshsales per FSR per month and ensure 90% categorization of the contacts into hot, warm, cold.
• Drive at least 10% conversion on qualified leads each day.
• Conduct daily follow up calls of hot leads generated by FSR teams (20 Hot leads per day) -Daily

Operational Excellence:

• Achieve 100% compliance to channel specific sales processes by ensuring each field sales representative adheres 100% to the customer onboarding process, and drive prompt resolution of sales operation tickets (queries) within 24 hours.
• Ensure proper utilization of point of sales material, parasols, fliers and staff uniform ( for every 12 fliers issued, at least 1 sale), always branded sales team - Monday to Saturday) - Daily

Hiring:

• Ensure quality hiring, resource planning and proper onboarding of new hires by ensuring each hire (assigned) is trained, inducted into the role and equipped with working tools within the first one week of joining.
• Conduct at least 12 field observations & demonstrations every month for representatives in the field and share documented findings and performance improvement plans for each FSR -Monthly

 Sales Reporting:

Ensure timely provision of sales reports for assigned territory:

• Daily: Activity plan, market activation plan, daily sales vs actual, failed surveys, market insights.
• Weekly: Month to date performance vs target, lead generation, MTU coverage update.
• Monthly: Monthly activity plan, sales efficiency per team, Mitigation plan, monthly insights. 

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

• Supervisory level management with not less than 4 years of sales experience 1 yr of which should have involved leading sales team of not less than 5 people.

Department stage of development where this role sits

• Scaling

Key Competencies Criticality (H,M,L)

• Build and Managed High Performing relentlessly driven Territory sales teams making sales across low income and rural communities in Kenya - H
• Managed the people dynamics of such a high pressure operation and lead to achieve the best performance possible from the team - H
• Proven track record of exceeding the Sales Number - H
• A proven arsenal of brilliant sales management techniques and hands-on sales experience with an in depth understanding of sales strategies and consumer objection handling - H
• CRITICAL FACTOR Hands On, on the ground, in the Field. Not a desk job! - H
• History of recruiting exceptionally high performing field sales teams and demonstrable experience in growing and developing them - H
• Experience in setting up commission only indirect sales agency models at scale to drive sales volumes and referrals - M
• Eagerness to work for Success Based performance and not just a salary - H
• Have exceptional interpersonal skills capable of influencing and delivering results in a highly cross functional role plus excellent communication skills both written and verbal - H
• Build peer support and strong internal-company relationships with other key departments - M
• Willing and able to get down and grubby on the ground in the areas we operate. Tactical, scrappy, relentless - H

Mandatory criteria with no exceptions to hire

• Must have “owned a team sales number” and demonstrated high performance.
• Must have led and managed at least a team of over five people in a field based role.
• Must have managed a team on the ground in the field, preferably within the communities we serve.
• Must have operated in a business with similar Values and DNA to Poa to ensure cultural alignment.
• Must have good knowledge in using Google spreadsheets, Google Docs and Google Slides.

Mission Statement for the Role:

Responsible for delivering the assigned customer growth targets within their specific defined geography within the territory.

Overall Responsibility:

Make sales and hit the sale number! Be part of the team aiming to deliver over 100% of the total company sales.

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage:

• Month 1: 10 sales
• Month 2: 15 sales
• Month 3: 20 sales 

Source at least 20 prospective customer visits daily and develop a sales funnel of customers categorized into Freshsales system as below:

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

Marketing Material Utilization:

• Drive 12 fliers per sale. Must adhere to brand guidelines prescribed by the company which are periodically auditable - Within the First 3 months from joining

Operational Excellence:

• Attain 100% work attendance record with an absence management that is fully compliant to company policies and procedures
• 100% compliance on Freshsales system usage for lead generation, categorization & sales made
• Timely reporting of sales updates at 11am, 3pm and 7pm on a daily basis
• Ensure 100% adherence to the company's guidelines on financial transactions from customers. No cash transactions - Within the First 3 months from joining

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

• Rapid Scale and Growth

Core energy required for this position:

• Doer / Positive/ Aggressive

Key Competencies Criticality (H, M, L)

• Excellent Sales Person with a good understanding of the buying and selling process - H
• Tactical, scrappy, relentless energy and focus to exceed targets - H
• Accuracy of forecasting and credible pipeline of sales funnels - H
• Ideally, experience selling consumer durables/FMCG/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 marketing team to deliver improvements in brand engagement scores in assigned territory - M
• Ability to work and adhere to rules prescribed by the company. Adhere to CRM tools for inputs and must maintain healthy conversion ratios to exceed expectations - M

Mandatory Criteria if any with no exceptions to hire

• Must have direct selling experience to end customers, 1-2 years of successful track record of earning incentives.
• Must have successfully achieved monthly, quarterly and yearly sales targets.
• Must have strong sales acumen and high integrity.

Mission Statement for the Role:

Responsible for delivering the assigned customer growth targets within their specific defined geography within the territory.

Overall Responsibility:

Make sales and hit the sale number! Be part of the team aiming to deliver over 100% of the total company sales.

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage:

• Month 1: 10 sales
• Month 2: 15 sales
• Month 3: 20 sales 

Source at least 20 prospective customer visits daily and develop a sales funnel of customers categorized into Freshsales system as below:

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

Marketing Material Utilization:

• Drive 12 fliers per sale. Must adhere to brand guidelines prescribed by the company which are periodically auditable - Within the First 3 months from joining

Operational Excellence:

• Attain 100% work attendance record with an absence management that is fully compliant to company policies and procedures
• 100% compliance on Freshsales system usage for lead generation, categorization & sales made
• Timely reporting of sales updates at 11am, 3pm and 7pm on a daily basis
• Ensure 100% adherence to the company's guidelines on financial transactions from customers. No cash transactions - Within the First 3 months from joining

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

• Rapid Scale and Growth

Core energy required for this position:

• Doer / Positive/ Aggressive

Key Competencies Criticality (H, M, L)

• Excellent Sales Person with a good understanding of the buying and selling process - H
• Tactical, scrappy, relentless energy and focus to exceed targets - H
• Accuracy of forecasting and credible pipeline of sales funnels - H
• Ideally, experience selling consumer durables/FMCG/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 marketing team to deliver improvements in brand engagement scores in assigned territory - M
• Ability to work and adhere to rules prescribed by the company. Adhere to CRM tools for inputs and must maintain healthy conversion ratios to exceed expectations - M

Mandatory Criteria if any with no exceptions to hire

• Must have direct selling experience to end customers, 1-2 years of successful track record of earning incentives.
• Must have successfully achieved monthly, quarterly and yearly sales targets.
• Must have strong sales acumen and high integrity.

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. Be part of the team that's aiming to deliver over 60% of the total sales into the company.

Overall Responsibility:

• Make sales and hit the number! Be part of the team that aims to deliver 60% of the total company sales.

Financial:

• Collect payments from customers via M-PESA

Key SMART Results for A-Player

• Achieve an average of above 100 sales per month on a rolling 3-month average - By the end of 2024
• Adhere to the prescribed tele-sales process with zero deviations ensuring the highest industry customer satisfaction rates - By the end of 2024
• Achieve a 100% work attendance record with an absence management that is fully compliant with company policies and procedures - By the end of 2024
• Make a minimum of 100 unique calls daily through 3CX (inbound and outbound) with a daily talk time of 4 hours - By the end of 2024
• Ensure all leads allocated to you on the Sales Lead Gen Database (Freshsales) are contacted within the timelines agreed upon with the Inside Sales Team Leader and have a corresponding most recent update on the Sales Lead Gen Database (Freshsales) with all fields filled correctly - By the end of 2024

Department stage of development where this role sits

• Scaling

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 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 2 years experience in sales in a busy Telesales / Inside Sales environment
• Must have worked with sales targets and hitting/exceeding them
• Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology in inside sales (telesales) organization.

Mission Statement for the Role:

Responsible for delivering the assigned customer growth targets within their specific defined geography within the territory.

Overall Responsibility:

Make sales and hit the sale number! Be part of the team aiming to deliver over 100% of the total company sales.

Location:

Mombasa North (Bamburi,Kongowea,Radnage,Kadzodzo) 

Key SMART Results for A-Player Success

• Drive attainment of monthly sales targets: Month 1 : 10 sales, Month 2: 15 sales, Month 3: 20 sales.
• Source at least 20 prospective customer visits on a daily basis and develop a sales funnel of customers categorized into Freshsales system as follows: Hot Leads : 20%, Warm Leads: 30%, Cold Leads: 40% and Paid Customers: 10%.
• Marketing Material Utilization: Drive 12 fliers per sale and must adhere to brand guidelines prescribed by the company which are periodically auditable - Within first 3 months from Joining
• Operational Excellence:
  • Attain 100% work attendance record with an absence management that is fully compliant to company policies and procedures
  • 100% compliance on Freshsales system usage for lead generation, categorization & sales made
  • Timely reporting of sales updates at 11am, 3pm and 7pm on a daily basis
  • Ensure 100% adherence to company's guidelines on financial transaction from customers, no cash transactions - First 3 months from Joining

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

• Rapid Scale and Growth

Core energy required for this position (e.g. Sirdar Profile Type)

• Doer / Positive/ Aggressive

Key Competencies Criticality (H,M,L)

• Excellent sales person with good understanding of buying and selling process - H
• Tactical, scrappy, relentless energy and focus to exceed targets - H
• Accuracy of forecasting and credible pipeline of sales funnels - H
• Ideally, experience selling consumer durables/FMCG/home internet services/in low income and informal communities - H

Mandatory Criteria if any with no exceptions to hire

• Must have direct selling experience to end customers, 1-2 years of successful track record of earning incentives.
• Must have successfully achieved monthly, quarterly and yearly sales targets.
• Must have a strong sales acumen and high on integrity.

Mission Statement for the Role:

Responsible for delivering the assigned customer growth targets within their specific defined geography within the territory.

Overall Responsibility:

Make sales and hit the sale number! Be part of the team aiming to deliver over 100% of the total company sales.

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage:

• Month 1: 10 sales
• Month 2: 15 sales
• Month 3: 20 sales 

Source at least 20 prospective customer visits daily and develop a sales funnel of customers categorized into Freshsales system as below:

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

Marketing Material Utilization:

• Drive 12 fliers per sale. Must adhere to brand guidelines prescribed by the company which are periodically auditable - Within the First 3 months from joining

Operational Excellence:

• Attain 100% work attendance record with an absence management that is fully compliant to company policies and procedures
• 100% compliance on Freshsales system usage for lead generation, categorization & sales made
• Timely reporting of sales updates at 11am, 3pm and 7pm on a daily basis
• Ensure 100% adherence to the company's guidelines on financial transactions from customers. No cash transactions - Within the First 3 months from joining

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

• Rapid Scale and Growth

Core energy required for this position (e.g. Sirdar Profile Type)

• Doer / Positive/ Aggressive

Key Competencies Criticality (H, M, L)

• Excellent Sales Person with a good understanding of the buying and selling process - H
• Tactical, scrappy, relentless energy and focus to exceed targets - H
• Accuracy of forecasting and credible pipeline of sales funnels - H
• Ideally, experience selling consumer durables/FMCG/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 marketing team to deliver improvements in brand engagement scores in assigned territory - M
• Ability to work and adhere to rules prescribed by the company. Adhere to CRM tools for inputs and must maintain healthy conversion ratios to exceed expectations - M

Mandatory Criteria if any with no exceptions to hire

• Must have direct selling experience to end customers, 1-2 years of successful track record of earning incentives.
• Must have successfully achieved monthly, quarterly and yearly sales targets.
• Must have strong sales acumen and high integrity.

Mission Statement for the Role:

Responsible for delivering the assigned customer growth targets within their specific defined geography within the territory.

Overall Responsibility:

Make sales and hit the sale number! Be part of the team aiming to deliver over 100% of the total company sales.

Key SMART Results for A-Player Success

Drive attainment of monthly sales targets as per the vintage:

• Month 1: 10 sales
• Month 2: 15 sales
• Month 3: 20 sales 

Source at least 20 prospective customer visits daily and develop a sales funnel of customers categorized into Freshsales system as below:

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

Marketing Material Utilization:

•   Drive 12 fliers per sale. Must adhere to brand guidelines prescribed by the company which are periodically auditable - Within the First 3 months from joining

Operational Excellence:

• Attain 100% work attendance record with an absence management that is fully compliant to company policies and procedures
• 100% compliance on Freshsales system usage for lead generation, categorization & sales made
• Timely reporting of sales updates at 11am, 3pm and 7pm on a daily basis
• Ensure 100% adherence to the company's guidelines on financial transactions from customers. No cash transactions - Within the First 3 months from joining

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

None

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

Rapid Scale and Growth

Core energy required for this position (e.g. Sirdar Profile Type)

Doer / Positive/ Aggressive

Key Competencies Criticality (H, M, L)

• Excellent Sales Person with a good understanding of the buying and selling process - H
• Tactical, scrappy, relentless energy and focus to exceed targets - H
• Accuracy of forecasting and credible pipeline of sales funnels - H
• Ideally, experience selling consumer durables/FMCG/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 marketing team to deliver improvements in brand engagement scores in assigned territory - M
• Ability to work and adhere to rules prescribed by the company. Adhere to CRM tools for inputs and must maintain healthy conversion ratios to exceed expectations - M

Mandatory Criteria if any with no exceptions to hire

• Must have direct selling experience to end customers, 1-2 years of successful track record of earning incentives.
• Must have successfully achieved monthly, quarterly and yearly sales targets.
• Must have strong sales acumen and high integrity.

Mission Statement for the Role: 

To drive a kaizen culture by providing ongoing support from a quality improvement perspective.

Overall Responsibility: 

• Implement/develop relevant service levels quality assessment guidelines.
• Support in training new and existing agents on product knowledge plus expected service level standards & performing refresher trainings on a need basis.
•  Provide periodic quality driven reports based on customer experience feedback and quality metrics highlighting performance gaps in relation to processes, products, service delivery etc. and recommend ways of improvement.

Key SMART Results for A-Player Success

• Be proactive with customer success by driving regular audits as per the SLA expectations - By the end of Q2 2024
• Ensure customer support is a high performing team by conducting and highlighting training needs analysis (TNAs) and support in refresher training on a need basis - By the end of Q2 2024
• Develop our representatives into the best customer service team in the industry by tracking their performance and identifying gaps - By the end of Q2 2024
• Increase process optimization by suggesting workflow automation/ process improvements - By the end of Q2 2024
• Deliver a world-class customer support experience by improving the available evaluation matrices - By the end of each quarter
• Improve the quality of our customer service by facilitating periodic evaluation tests - By the end of each quarter

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

Experience in developing and implementing call center QA programs

Department stage of development where this role sits

Scaling

Key Competencies (H, M, L)

• A bachelor's degree in Communications, Social Sciences, Public Relations or any other relevant field - H
• At least 3 years working in a call center as a quality analyst - H
• Excellent listening and analytical skills - H
• Ability to demonstrate critical thinking - H
• Ability to multitask and work under pressure - H
• Have strong organizational, attention to detail and time management skills - H
• Have an independent mind with an assertive and creative nature - H
• Be a team player with strong interpersonal skills and a positive attitude - H
• Proficient in Word, Excel and PowerPoint for presentations and reports required - H
• Strong written and oral communication skills. Excellent grammar, spelling, and sentence construction - H
• A strong passion for co-curricular activities #tujienjoy kazini - M
• Knowledge on internet service provision- M
• Experience developing and implementing QA programs is highly preferred- M
• Flexibility to adapt to changes in a growing organization- M

Mandatory Criteria if Any with no exceptions to hire

• Must have experience working in a call center as a quality analyst
• Must have led and managed at least a team of 5 agents
• Must have exceptional customer service, communication and analytical skills

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 2024
• Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end of 2024
• 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 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 of 2024
• Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end of 2024

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