Customer Experience Officer - Mombasa

About the company

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.

Your tasks

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.

Key Measures of Performance The performance of this role holder will be assessed on the basis of the achievements made on:

Customer satisfaction Positive customer feedback and professional, courteous interactions at every touchpoint

Response timeliness and accuracy Walk-ins greeted promptly; calls answered and social media messages responded to within the agreed time, with accurate information

Job card accuracy and closure 100% of units received logged with complete customer, product, serial number, fault and warranty details; job cards updated and closed on time

Merchandise sales Assigned merchandise and accessories sales target achieved; every sale recorded and receipted in the approved system

Stock records accuracy Merchandise and spare-parts records match physical counts; variances reconciled and reported

Stock control compliance All stock received, sold, issued, returned or transferred is documented and traceable; issued only through authorised procedures

Cleanliness and organisation Reception, waiting area, workstations, shelves and displays clean and organised in line with 5S standards

Complaint handling Complaints and service requests logged, followed up and resolved or escalated to the Service Center Manager within prescribed timelines

SOP compliance and reporting Daily and periodic reports submitted on time; full compliance with company policies, service center SOPs and management instructions

1.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.

2.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.

3.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.

4.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.

5.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.

6.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.

Customer Obsession Answer the customer, not the process. Every customer who walks in, calls or messages is a Vision Plus customer — give accurate repair-status updates, follow up before they have to chase you, and make sure their experience reflects the quality we promise.

Agile Value Delivery Job cards are opened, updated and closed on time; enquiries are answered promptly; stock records are always current. Waste nothing — time, stock or effort — and simplify the process before adding to it.

Teamwork You are the link between the customer, the technicians and the Service Center Manager. Share what you know early, support colleagues before blaming, and escalate complex matters rather than letting them sit.

Honesty & Accountability Record exactly what happened — every unit received, item sold and stock movement. Raise discrepancies and suspected losses early, protect customer information, and do what you said you would do.

Requirements

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.

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.

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

Other

Position: Customer Experience Officer Department: ServiceCenter

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