Job Purpose

To deliver outstanding customer care and support, ensuring all clients receive a warm welcome and consistent follow-up, while supporting sales, administration, and customer engagement for the Nairobi team.

Key Responsibilities

• Client Onboarding & Follow-up
• Make a welcome call to every new client 3 days after onboarding.
• Conduct a follow-up call one month after onboarding to:
• - Confirm if clients are servicing their bikes as instructed.
• - Verify the location of service and whether genuine spare parts are used.
• Sales Support
• Conduct cold calls to clients to identify potential bike purchase needs.
• Perform price verifications for clients as requested.
• Compile and verify Nairobi sales agreements and send them to the plant in Nairobi.
• Customer Care & Data Management
• Make service reminder calls to clients.
• Book appointments for clients as needed.
• Conduct customer care data calling to gather feedback and insights.
• Reply to customer care emails promptly and professionally.
• Social Media & Campaigns
• Support and participate in social media campaigns to promote company products and services.
• Team Administration
• Compile and manage the team’s leave and attendance sheet.
• Compile the PJP (Planned Journey Plan) for the sales team.

Key Skills & Qualifications

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficient in MS Office and comfortable with digital tools.
• Customer-focused with a proactive approach.
• Experience in customer care, front office, or sales support is an added advantage.

Reporting & Collaboration

Reports directly to the Team Leader - Customer Care. Collaborates with sales, customer care, and plant teams.

If you’re creative, detail-oriented, and ready to contribute as a customer care, let’s work together!

• Client Onboarding & Follow-up
• Make a welcome call to every new client 3 days after onboarding.
• Conduct a follow-up call one month after onboarding to:
• - Confirm if clients are servicing their bikes as instructed.
• - Verify the location of service and whether genuine spare parts are used.
• Sales Support
• Conduct cold calls to clients to identify potential bike purchase needs.
• Perform price verifications for clients as requested.
• Compile and verify Nairobi sales agreements and send them to the plant in Nairobi.
• Customer Care & Data Management
• Make service reminder calls to clients.
• Book appointments for clients as needed.
• Conduct customer care data calling to gather feedback and insights.
• Reply to customer care emails promptly and professionally.
• Social Media & Campaigns
• Support and participate in social media campaigns to promote company products and services.
• Team Administration
• Compile and manage the team’s leave and attendance sheet.
• Compile the PJP (Planned Journey Plan) for the sales team.

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Proficient in MS Office and comfortable with digital tools.
• Customer-focused with a proactive approach.

• Experience in customer care, front office, or sales support is an added advantage.