Role Overview
This role sits at the front counter of one of our retail shops in Kenya, turning a prospective buyer into a fully activated, road-ready rider. You handle the human and the paperwork side of onboarding: walking customers through the product, the financing and insurance terms, and the safety essentials, then physically handing over a bike that has been checked and cleared. Done well, it keeps the business protected from fraud and compliance gaps while giving every customer a first experience that makes them want to stay.
You will be based on-site and report to the Customer Experience Officer.
Key Responsibilities
- Deliver product pitches, live demonstrations and induction sessions to customers who have just come on board.
- Talk customers through financing terms, insurance arrangements, driving school obligations and what they are expected to handle themselves after handover.
- Review KYC documentation for completeness and confirm it satisfies policy requirements before anything moves forward.
- Enter customer information accurately into internal systems and pass it to the Customer Care Team for screening.
- Spot documentation inconsistencies or signs of fraud and escalate them through the right channel.
- Run the full onboarding sequence end to end — verification, training, activation and issuance — keeping each stage moving.
- Confirm asset readiness before release, checking mechanical condition, battery charge levels and that all expected accessories are present.
- Hand over bikes, helmets and extra equipment against a documented checklist, and train customers on riding safety, insurance, battery care, charging, payments and app usage, then verify their understanding and record attendance.
Requirements & Qualifications
- College diploma or tertiary training in any field.
- At least one year of experience in a customer service role; front office exposure is an added advantage.
- Basic technical knowledge is helpful but not a requirement.
- Strong customer service instincts and clear communication skills.
- Comfortable juggling several tasks at once in a fast-paced retail environment.
- Keen attention to detail when maintaining day-to-day shop operations.
- A professional, friendly manner in every customer interaction.
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