Retail Customer Experience Agent - Mobility

Role Overview

As a Customer Onboarding Associate, you are the first real human contact a new rider has with our business, and you carry that relationship from first conversation through to the moment they ride away. You spend your days at a retail shop walking prospective and incoming customers through the product, the paperwork, and the practical realities of ownership — financing, insurance, licensing, charging, and safe riding — while keeping every record accurate and every risk flagged. Your work directly determines whether a new customer becomes a confident, paying, compliant rider or a support problem three months down the line, which is why the Customer Experience Officer relies on you to hold the onboarding standard steady across every handover.

Key Responsibilities

• Pitch, demonstrate, and run induction sessions for new customers, presenting the product clearly and tailoring the conversation to each person's needs.
• Walk customers through the terms that govern their purchase or lease, including financing arrangements, insurance cover, driving school and licensing obligations, and what is expected of them as an owner.
• Collect, review, and verify KYC documentation, confirming each file meets policy and regulatory requirements before progressing.
• Enter customer information into our systems with a high degree of accuracy and coordinate with the Customer Care Team so accounts can be screened and cleared.
• Spot red flags — forged or inconsistent documents, suspicious customer behaviour, gaps in verification — and escalate them to the right channel rather than pushing the file through.
• Run pre-handover asset checks covering mechanical condition, battery charge levels, and the presence of all included accessories.
• Own the full onboarding sequence end to end: verification, training, activation, and issuance, making sure nothing is skipped or rushed.
• Hand over the bike and everything that comes with it — accessories, helmet, and any additional equipment — and confirm the customer has received it in good order.
• Train customers on riding safety, insurance usage, battery care and charging practice, payment process, and how to use the accompanying app.
• Check that customers have genuinely understood the training, record attendance, and document the session for internal records.

Requirements & Qualifications

• Education: A college diploma or other tertiary-level training in any discipline.
• Experience: At least one year in a customer service role; previous front office experience is an added advantage.
• Technical exposure: Basic technical knowledge is helpful but not a requirement — we are willing to work with the right attitude.
• Communication: Confident, clear verbal and written skills, with the ability to explain financial and policy detail in plain language.
• Multitasking: Comfortable juggling several customers, documents, and handovers at once in a busy, fast-moving shop environment.
• Attention to detail: Careful with documentation, data entry, and the day-to-day running of shop operations.
• Demeanour: Professional, approachable, and patient when dealing with customers face to face.
• Location: This is an on-site position at one of our retail shops in Kenya, reporting to the Customer Experience Officer.