Customer Experience Officer

Customer

Experience

• Officer - Mombasa

About the Role

• The Customer

Experience

• Officer is the first point of contact for Vision Plus customers at the service center, working directly under the Service Center Manager and alongside the service technicians. This is a hands-on, customer-facing role the person in it keeps the service center running professionally and keeps customers informed at every step.
• Vision Plus is a consumer electronics and home appliances brand serving customers across Kenya. The Customer

Experience

• Officer is the face of the service center: welcoming walk-in customers, handling telephone and social media enquiries, creating and closing job cards accurately, supporting merchandise sales, keeping reliable stock records, and maintaining a clean, organised and professional environment that reflects the brand.
• This is the right role for someone who is customer-focused, organised, honest and eager to grow in an aftersales environment. You will gain real experience across customer service, service administration, retail sales and inventory control from day one.

Key Responsibilities

• Customer Experience and Communication (25%)

• Welcome and assist walk-in customers professionally, courteously and promptly.

• Answer incoming calls, respond to enquiries, and direct calls to the appropriate departments when required.

• Monitor and respond to customer enquiries, complaints and messages received through official Vision Plus social media platforms.

• Provide accurate information on repair status, service procedures, warranties, quotations and collection of repaired units.

• Follow up on unresolved complaints and escalate complex matters to the Service Center Manager.

• Build positive customer relationships and support a satisfactory experience throughout the service process.

• Job Card and Service Administration (25%)

• Create accurate job cards for all units received for repair, inspection or other aftersales services.

• Capture all required customer details, product information, serial numbers, reported faults and warranty information accurately.

• Update job cards and service records as units progress through the repair process.

• Complete and close job cards accurately once the service process is finalised.

• Coordinate with technicians and the Service Center Manager to provide timely repair-status updates.

• Maintain proper documentation and accountability for all units received, dispatched or collected.

• ​​​​​​​Merchandise Sales (15%)

• Promote and sell available merchandise and accessories to walk-in customers.

• Identify opportunities to recommend suitable products, accessories and related items based on customer needs.

• Provide accurate product information and record all sales in the approved system.

• Issue sales documentation and receipts in accordance with company procedures.

• Support the achievement of assigned merchandise sales targets.

• ​​​​​​​Stock Management and Inventory Control (15%)

• Maintain accurate records for sellable merchandise, accessories and other service center inventory.

• Monitor and maintain spare-parts records in coordination with the responsible personnel.

• Document all stock received, sold, issued, returned or transferred.

• Conduct regular physical stock counts and reconcile variances with system records.

• Ensure merchandise and spare parts are properly stored, labelled and arranged.

• Promptly report low stock, damaged items, discrepancies and suspected losses to the Service Center Manager.

• Issue stock only through authorised procedures and ensure all inventory movements are traceable.

• ​​​​​​​Hygiene, Housekeeping and Workplace Organisation (10%)

• Maintain high standards of cleanliness and hygiene throughout the service center.

• Keep the reception, customer waiting area, workstations, shelves and display areas clean and organised.

• Ensure merchandise and spare parts are properly arranged and stored.

• Support workplace organisation and housekeeping standards, including the 5S methodology.

• Report maintenance, safety and facility-related issues to the Service Center Manager.

• ​​​​​​​Reporting, Compliance and Other Responsibilities (10%)

• Maintain accurate records of customer enquiries, complaints, job cards, sales and stock movements.

• Prepare and submit daily and periodic reports as required by management.

• Protect customer information and company records by maintaining confidentiality.

• Comply with company policies, customer service standards, stock control procedures and service center SOPs.

• Ensure customer complaints and service requests are handled within prescribed timelines.

• Perform any other duties reasonably assigned by the Service Center Manager or authorised management in support of efficient service center operations.

Academic and Professional Qualifications:

• Education: Bachelor’s degree/Diploma in Customer Service, Business Administration, Sales, or a related field.

• Experience: At least 2 years of relevant experience in customer service, front-office operations, retail sales, aftersales support or inventory administration.

• Communication: Strong verbal and written communication skills. Fluency in English is required; knowledge of the predominant local language or other relevant customer languages is preferred.

• Digital tools: Proficiency in computer applications and service management or inventory systems.

• Organisation & record-keeping: Strong organisational, record-keeping and customer-handling skills, with accurate job cards, stock records and reports.

• Integrity & attention to detail: Honesty, integrity, attention to detail and accountability.

• Working under pressure: Ability to multitask, prioritise responsibilities and work effectively under pressure.

• Customer focus & teamwork: Customer-focused attitude, teamwork and willingness to learn.

• Working hours: Full-time during normal service center operating hours, with flexibility to work weekends, public holidays or extended hours when required.

• Bonus Qualifications

• Industry knowledge: Experience in consumer electronics, optical products, appliances, telecommunications, technical products, repairs, warranties or related aftersales environments.

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