Retail Customer Experience Agent - Mobility

Role Overview

As the first point of contact for customers picking up their leased electric bikes, you turn a completed sale into a confident, road-ready rider. Working from one of our retail shops in Kenya and reporting to the Customer Experience Officer, you guide each customer through documentation, handover, and training so that they leave knowing exactly how to operate, charge, insure, and pay for their bike. Your accuracy and people skills directly protect the business from fraud and equipment loss while shaping how customers feel about the brand from day one.

Key Responsibilities

• Deliver product walkthroughs, live demonstrations, and onboarding sessions to newly acquired customers, presenting the vehicle and its features in clear, everyday language.
• Explain the commercial and compliance side of the lease — financing structure, insurance cover, driving school obligations, and what the customer is responsible for — answering questions until terms are fully understood.
• Review KYC documentation, confirm it meets policy requirements, and flag any gaps before an account moves forward.
• Enter customer details accurately into our systems and coordinate with the Customer Care Team so background screening can begin without delay.
• Spot red flags such as forged paperwork, mismatched details, or suspicious customer behaviour, and escalate through the correct channel.
• Work through the asset readiness checklist before every handover, confirming mechanical condition, battery charge level, and that all accessories are accounted for.
• Own the full onboarding sequence from start to finish: verification, training, activation, and issuance of the bike and its equipment.
• Hand over bikes, helmets, chargers, and any extra equipment, documenting each item issued and the customer's acknowledgement.
• Run practical customer training covering riding safety, insurance usage, battery care and charging habits, payment procedures, and how to use the accompanying mobile app.
• Confirm that customers have absorbed the training, record attendance, and maintain up-to-date records of every session delivered.

Requirements & Qualifications

• College diploma or equivalent tertiary training in any discipline.
• At least one year of hands-on customer service experience; a front-office or reception background is an advantage.
• Comfort with basic technical or mechanical concepts is helpful, though not mandatory — willingness to learn the product is what matters most.
• Strong spoken and written communication, with the ability to explain contractual and technical details without jargon.
• Proven ability to juggle several customers and tasks at once in a busy, fast-moving shop environment.
• Sharp eye for detail when checking documents, equipment, and daily shop operations.
• A polished, approachable, and patient manner with customers from a wide range of backgrounds.

Location and reporting: This is an on-site position based at one of our retail shops in Kenya. You will report to the Customer Experience Officer.