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.