Customer Experience Intern
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.