Customer Service Representative Internship (Six-Month Training Programme)

About the role

Sky World Limited is offering a six-month Customer Support internship training programme in Nairobi, open to four participants. It covers customer support, customer relationship management and IT service management, with guided training, demonstrations, professional mentorship and supervised practical exercises. Participants who show exceptional performance and commitment may be considered for employment; successful completion does not guarantee a job.

Key responsibilities

• Learn customer service fundamentals, professional communication standards and service delivery frameworks.
• Practice telephone communication, email correspondence, active listening and customer engagement.
• Understand incident identification, classification, recording, escalation and resolution, and service request management.
• Study CRM systems, customer interaction records and customer engagement processes.
• Learn support structures, SLAs, ticketing systems and incident management procedures.
• Explore basic troubleshooting, technical support coordination and escalation frameworks.
• Train in incident reporting, support documentation, service records and operational reporting.
• Learn customer confidentiality, information security, data protection requirements and professional conduct.
• Take part in supervised learning, simulated scenarios, case studies and guided demonstrations.

Required profile

• Diploma or bachelor's degree in a relevant field (IT, business administration, communications, marketing, etc.) obtained within two years.
• Aged 26 or below at the time of application.
• Proficiency in written and spoken English and Kiswahili.
• Recommendation or reference letter from the academic institution.
• Basic computer skills and digital productivity tools.
• No previous professional work experience required.
• Full-time availability for the six-month on-site programme.

What we offer

• A six-month full-time on-site training programme in Nairobi.
• Professional mentorship and periodic progress reviews.
• Access to training materials and tools.
• Certificate of completion upon satisfactory completion.
• Possible consideration for employment after the programme.