Customer Engagement Associate: Nairobi, Eldoret, and Mombasa.

Stitched By Wash is an equal opportunity company.

The Role

Stitched by Wash is a leading car interior services provider in Kenya and a rapidly growing upholstery company with laser focus on quality. We have the following tenets as our guiding principles: unmatched quality, utmost customer satisfaction, team work, creativity and innovation.

We have a dedicated and hardworking team that works around the clock to ensure that everything runs smoothly in addition to a serene and secure working environment. We are a working family, bound by the love of what we do and none is superior. These roles will be based in Nairobi and Eldoret. We seek to hire passionate and self-driven customer engagement associates who possess the following qualities among others;

● You are a go-getter

● Resilient and able to exceed performance expectations in a not so well structured environment

● Collaborative and a team player

● Can handle high pressure and able to multitask and deliver quality output at all times

● Has a keen eye on quality

● You are punctual, professional, thorough, and entrepreneurial

● You are a quick learning self-starter that works well in a fast paced environment

● You don’t just show up to work, you own your work place, taking part in managing every little detail, ensuring timely delivery of quality products and services

● Exceptional leadership abilities

● You are adaptable and innovative

● You own your mistakes, learn from them and move on.

● Passion for cars and the general motor vehicle industry.

● The Customer Engagement Associate will be expected to do among other roles that may be assigned from time to time.

Duties and responsibilities

● Engage customers on the ground with the aim of making sales

● Responding to customer inquiries by using professional, effective verbal communication skills; including the ability to convey complex information in clear and concise terms to ensure customer understanding.

● Offer honest guidance to our esteemed customers in regard to our services, material qualities, pro and cons of the various options for general car interior

● Interact with customers, take their feedback regularly, identify their needs, and suggest new products and services that suit their interests.

● Identifying customer needs by using information provided, system data, clarifying questions, and problem solving to ensure the customer is provided complete and accurate information.

● Contribute to engagement ideas, giving feedback and management of the company’s social media pages (Facebook, twitter, Instagram, WhatsApp among others).

● Collaborate with different teams and monitor all aspects of the work progress, including quality check, communication of progress to clients and releasing of cars.

● Collect reviews and testimonials.

● Document all the necessary details about the ongoing marketing campaigns and their effectiveness.

● Lead a team in Nairobi/Eldoret while liaising with the Support office teams to ensure timely and quality work output

● Maintaining a thorough knowledge of the company and client programs, policies, and technology.

● Oversee work execution as per client’s specifications and company standards and procedures such as material choices, colors, designs and all other stipulations and scope as agreed.

● Create and maintain customer engagement pipelines

● Liaise with Administration, management, stores and procurement to ensure timely and quality delivery of all jobs.

● Conduct quality checks and assessments of all ongoing and completed works to ensure they meet Stitched by Wash laid standards.

● Help develop systems and structures to ensure smooth running of processes and operations

Qualification:

● Bachelor’s degree in any relevant field preferred

● Experience in customer engagement or sales and marketing added advantage

● At least 3 years’ experience in a customer facing role

● High level of integrity and honesty

● Problem solving and relationship-building skills

● Proficient in basic computer skills

● Must have strong verbal and written communication skills

● If you strongly believe you are the best candidate for this role, send your application.