Customer engagement & follow-up specialist

Our purpose is to make basic eye care affordable and accessible to everyone. Globally, 1 billion people need, yet cannot access, corrective eyeglasses, making it the largest unmet disability in the world. East Africa is home to 50 million of these people. For example, in Kenya 7.5 million people need eyecare, yet only 1.6 million can visit an eyecare provider. This results in over 75% of cases of vision impairment being preventable. This is made worse as even low-quality glasses are expensive, costing more than USD 20.

This has a huge impact on people’s lives. Vision is our most dominant sense. Without glasses it is challenging to earn an income, learn or live a quality life. It also hinders all development agendas governments and agencies may have. A student without glasses is 3x more likely to fall behind! Simply wearing glasses improves incomes by 18%, meaning people do not rely on others for daily tasks - which reduces exposure to financial theft and fraud.

Our solution is a revolutionary, award winning, design of eyeglasses frame and testing process that can be done without a vision care specialist. Dot Glasses distributors can provide eyeglasses for only KES 800 on average. The testing and assembly for each client is done instantly within 5 minutes. The glasses are sold through a diverse network of distribution partners in 8+ countries.

As we transition from start-up to scale-up, we’re looking for an energetic Customer Engagement & Follow-up Specialist to play a critical role in increasing conversions, customer satisfaction, and retention.

● Provide clear and concise product information, pricing, and ongoing promotions.

● Handle customer inquiries, complaints, and feedback with professionalism.

● Nurture customer relationships with timely check-ins and updates.

Sales &  Appointment Coordination:

● Schedule and confirm customer appointments at partner retail locations.

● Collaborate with marketing and sales to monitor appointment outcomes and store visits.

● Offer after-sales support and promote customer retention initiatives.

Reporting & Continuous Improvement:

● Prepare daily and weekly reports on call activity, conversion rates, and common concerns.

● Share insights with internal teams to refine messaging and engagement strategies.

● Recommend improvements based on customer feedback and recurring patterns.

This job might be for you, if you:

● Are passionate about excellent customer service and communication.

● Are goal-oriented and thrive in a performance-based environment.

● Can multitask, stay organized, and follow up effectively.

● Want to make a social impact by supporting access to affordable eye care.

● Enjoy working in a diverse, mission-driven, fast-growing organization.

Requirements & Qualifications:

● Diploma or Bachelor's degree in Communications, Business, Marketing, or a related field.

● Minimum 2 years of experience in customer service, telemarketing, or call center roles.

● Strong verbal and written communication skills.

● Sales-oriented mindset with the ability to persuade and build rapport.

● Familiarity with CRM or call management systems is a plus.

● Organized, proactive, and able to handle high call volumes.

● Excellent written and verbal communication skills in English and Swahili. French is a bonus.

Compensation & Benefits:

● Base Salary: KES 30,000–40,000 based on experience and market standards.

● Performance Bonus: Based on successful lead conversions and customer satisfaction ratings.

● Additional incentives for qualified appointments and completed sales.

Training & Development: On-the-job coaching and professional growth opportunities.

Flexible Work Arrangements: Potential for remote/hybrid work after probation. Does this sound like the job for you? Send us your CV and a one-page cover letter. Explain why you want to work for Dot Glasses and what makes you ideal for this role and Dot Glasses. If this is not for you perhaps you know someone who this is perfect for. Please send them this job description.

Deadline: Rolling applications ( Applications are reviewed as they come)

Location: Nairobi, Kenya