Customer Experience Intern

Key Responsibilities

1. Partner Onboarding & Digital Adoption

• Support onboarding sessions for new partners using DigiSomo, DigiKua, and other digital platforms.
• Assist with user registration, account setup, and platform orientation.
• Share onboarding materials, user guides, and FAQs with partner organizations.
• Follow up with newly onboarded partners to ensure successful adoption of the platforms.

2. Customer Support & Partner Engagement

• Provide first-line support to partners and entrepreneurs through email, phone, and WhatsApp.
• Escalate technical or complex issues to the Customer Experience Officer where necessary.
• Maintain positive and professional communication with all stakeholders.
• Assist in managing partner communication channels and ensuring timely responses to inquiries.

3. Experience Monitoring & Feedback

• Collect customer feedback through surveys, calls, and other engagement channels.
• Maintain accurate records of customer inquiries, issues, and resolutions.
• Support analysis of customer satisfaction trends and identify recurring challenges.
• Assist in documenting user feedback for continuous platform improvement.

4. Capacity Building & Community Engagement

• Support the coordination of virtual and in-person training sessions, webinars, and refresher demonstrations.
• Assist in preparing training materials and participant communications.
• Document success stories, testimonials, and lessons learned from partner engagements.
• Encourage continued engagement and platform usage among partners and entrepreneurs.

5. Reporting & Administrative Support

• Update customer support logs and CRM or tracking systems.
• Prepare weekly and monthly summaries of customer support activities.
• Assist in tracking platform usage, engagement levels, and onboarding progress.
• Provide administrative support for Customer Experience activities, meetings, and events.
• Support any other customer experience initiatives as assigned.

Learning Opportunities

During the internship, the successful candidate will gain hands-on experience in:

• Customer Experience and Client Relationship Management
• Digital Product Adoption and User Support
• Stakeholder Engagement
• Data Collection and Reporting
• Customer Feedback Analysis
• Training Coordination
• Social Enterprise Operations
• Cross-functional collaboration within a growing nonprofit organization

Key Competencies

• Strong passion for customer service and helping others succeed.
• Excellent interpersonal and communication skills.
• Strong organizational and time management skills.
• Attention to detail and ability to multitask.
• Willingness to learn new digital tools and technologies.
• Positive attitude with a proactive approach to problem-solving.
• Ability to work collaboratively within a team.
• High level of professionalism and integrity.
• Passion for social impact and entrepreneurship.

Qualifications & Skills

• Recent graduate or final-year student pursuing a Diploma or Bachelor's degree in Business Administration, Communications, Customer Service, Marketing, Information Technology, Social Sciences, or a related field.
• Strong written and verbal communication skills.
• Basic proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace.
• Comfortable using digital communication platforms such as WhatsApp, email, and online meeting tools.
• Strong organizational skills with the ability to manage multiple tasks.
• Demonstrated interest in customer service, community engagement, or digital platforms.
• Previous internship, volunteer experience, or campus leadership experience is an added advantage.

Duration

● Internship period of 6 months (with the possibility of extension based on organizational needs and performance).

What We Offer

• Practical experience supporting digital transformation initiatives for entrepreneurs across East Africa.
• Mentorship from experienced professionals in customer experience and social enterprise.
• Exposure to nonprofit operations, digital innovation, and stakeholder management.
• Opportunity to contribute to meaningful work that creates lasting impact for underserved entrepreneurs.