Customer Experience Intern

About the role

The Customer Experience Intern will support The Somo Africa Trust in onboarding partners to its digital platforms, providing first‑line support, gathering feedback, and assisting with training and reporting activities. This role offers hands‑on exposure to customer relationship management within a growing nonprofit environment.

Key responsibilities

• Assist partners during onboarding sessions for DigiSomo, DigiKua and other digital tools, handling registration, account setup and orientation.
• Provide first‑line support via email, phone and WhatsApp, escalating complex issues to the Customer Experience Officer.
• Collect and record customer feedback through surveys and calls, supporting analysis of satisfaction trends.
• Help coordinate virtual and in‑person training sessions, webinars and refresher demonstrations, preparing materials and documenting success stories.
• Update support logs, CRM or tracking systems and prepare weekly/monthly activity summaries.
• Offer administrative assistance for meetings, events and other customer experience initiatives.

Required profile

• Strong passion for helping customers and partners succeed.
• Excellent interpersonal and communication abilities.
• Good organizational skills and attention to detail.
• Ability to work collaboratively in a nonprofit setting.

Required skills

• Experience with CRM systems or tracking tools.
• Familiarity with digital onboarding platforms such as DigiSomo and DigiKua.
• Proficiency in using WhatsApp and email for customer communication.
• Basic knowledge of survey tools for feedback collection.

What we offer

• Hands‑on experience in customer experience and client relationship management.
• Exposure to digital product adoption, stakeholder engagement and data reporting.
• Opportunity to work cross‑functionally within a social enterprise.