Responsible for handling customer enquiries through phone, WhatsApp, email, in-app, and in-person channels, resolving issues related to electric motorcycles, educating customers, tracking support requests, gathering feedback, and supporting customer events across Kenya. Requires a Diploma or Bachelor’s degree in Business, Customer Service, Communications, or a related field, with 1–3 years’ customer support experience. The position is based in Nairobi and requires flexibility for travel across Kenya.
The Role
- Zeno
is looking for a Customer Care Agent to be the frontline ambassador of our
brand and a trusted partner to our riders and customers. This role is
critical in delivering a seamless customer experience across our electric
motorcycles, battery swap network, and digital platforms.
- You
will be responsible for handling customer inquiries, resolving issues
efficiently, and ensuring customers feel supported, informed, and valued
at every interaction. This role combines empathy, problem-solving, and
operational discipline in a fast-paced startup environment.
Key Responsibilities
- Customer
Support & Issue Resolution: Serve as the first point of contact for
customers across phone, WhatsApp, email, in-app, and in-person
interactions, resolving inquiries related to motorcycles, battery swaps,
payments, accounts, and app usage while ensuring timely and accurate
resolution.
- Issue
Diagnosis & Escalation: Diagnose customer issues efficiently, escalate
complex cases to the appropriate technical, operations, finance, or field
teams, and follow through end-to-end to ensure closure and customer
satisfaction.
- Customer
Experience Excellence: Deliver a consistently professional, friendly, and
solutions-oriented customer experience that reinforces trust in the Zeno
brand and builds long-term customer loyalty.
- Customer
Education & Enablement: Educate customers on Zeno products, services,
safety practices, and best-use guidelines to maximize value, adoption, and
satisfaction across the customer lifecycle.
- Operational
Support & Coordination: Log, track, and manage customer issues using
CRM and ticketing systems, ensuring accurate documentation, SLA adherence,
and timely resolution through close cross-functional coordination.
- Process
Improvement & Insights: Identify recurring customer issues, capture
customer feedback, and provide actionable insights to improve products,
processes, systems, and customer communications.
- Performance
Tracking & Reporting: Maintain high service standards aligned to
response time, resolution, and quality benchmarks, and contribute to
regular customer support reporting on issue trends, resolution
performance, and customer satisfaction.
- Field
& Community Engagement: Support on-ground customer engagements,
trainings, and activation events when required, acting as a professional
brand representative during rider interactions and community initiatives
across Kenya.
Qualifications
- Diploma
or bachelor’s degree in business, Customer Service, Communications, or a
related field.
- 1–3
years of experience in customer care, customer support, call center,
fintech, mobility, or tech-enabled services.
- Strong
communication skills in English and Swahili (additional local languages
are an advantage).
- High
empathy, patience, and ability to handle customers professionally under
pressure.
- Strong
problem-solving skills with attention to detail and follow-through.
- Comfortable
using digital tools such as CRMs, ticketing systems, mobile apps, and
Google Workspace.
- Willingness
to work flexible shifts and travel across Kenya when needed.
- Passion
for sustainability, innovation, and customer-centric service.
