Career Opportunities at Nani Employee Leasing Company (Nani EL)

Regions

• Nairobi East
• Nairobi West
• Nairobi North

Responsibilities

• Recruiting on demand businesses in areas assigned
• Lead generation
• Market visits of at least 15 potential customers
• Product demos to potential customers
• Direct sales
• Remuneration – Monthly salary of Ksh 30,000 plus commission

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• Nani Employee Leasing Company Limited is seeking a highly organized and proactive Customer Support & Experience Lead stationed at Nairobi office to ensures a seamless customer journey by managing onboarding, support, and aftersales service. The Customer Support & Experience Lead serves as the primary liaison between customers and internal teams, ensuring efficient service delivery, issue resolution, and overall customer satisfaction. Additionally, the role focuses on engagement, retention, and continuous improvement of the customer experience through data-driven decision-making and analysis.

Key Responsibilities:

Customer Support & Issue Resolution

• Manage customer inquiries, complaints, and escalations, ensuring timely resolution within the set turnaround time.
• Act as a bridge between customers and internal teams (operations, technical, inventory, and IT) to ensure smooth problem-solving.
• Facilitate communication via WhatsApp groups and weekly/bi-weekly customer meetings to maintain engagement.

Customer Onboarding & Account Management

• Oversee the customer onboarding process, ensuring all KYC requirements are collected and securely stored.
• Oversee all B2B customer relationships, ensuring service level agreements (SLAs) are met and logistics operations run efficiently.
• Maintain and update the customer database, tracking new, retained, and churned customers.

Customer Satisfaction & Retention Strategies

• Develop and implement strategies to enhance customer satisfaction, retention, and engagement.
• Track and analyze customer experience metrics (NPS, CSAT, Retention Rate) to drive improvements.
• Conduct customer experience trainings for cross-functional teams (technical, digital, marketing, IT, project management, and fleet management).

Aftersales Service & Maintenance Coordination

• Handle all aftersales services, ensuring customers receive ordered items on time by coordinating with inventory and operations teams.
• Plan and oversee weekly bike maintenance for all customer-attached bikes in collaboration with the technical team.
• Oversee all customer training for different platforms, including IoT platforms, business channels, and the eWAKA Admin Panel.

Data Analysis & Reporting

• Analyze customer behavior, feedback, and support trends to optimize the onboarding and retention process.
• Generate and present monthly reports on customer performance (new customers, retention, churn rates) and bike distribution trends.
• Use data insights to refine customer service workflows and improve operational efficiency.

Required Qualifications & Skills:

• Bachelor’s degree or Diploma in Business Administration, Customer Service, Data Analytics, Operations, or a related field.
• 2+ years of experience in customer support, operations, or client relationship management.
• Strong data analysis skills, with experience using tools like Excel, Google Sheets, or CRM platforms.
• Excellent communication skills (verbal & written) and ability to build strong relationships.
• Experience tracking and analyzing customer service metrics (NPS, CSAT, Retention).
• Problem-solving mindset, with the ability to coordinate between multiple teams.
• Experience in fleet management, logistics, or e-mobility is an added advantage.

Preferred Qualifications:

• Experience handling B2B clients and service level agreements (SLAs).
• Familiarity with CRM tools and customer service software.
• Ability to work in a fast-paced, startup environment and manage multiple priorities.

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• Nani Employee Leasing Company Limited is seeking a highly organized and proactive Administrative & Operations Assistant stationed at Nairobi office to support internal operations, client onboarding, and administrative tasks in an E-mobility Company. This role will involve coordinating day-to-day office activities, assisting with clients registrations on our platform, supporting operational workflows, and occasionally handling logistics that may require driving. The ideal candidate should be detail-oriented, tech-savvy, and possess a valid driver’s license to facilitate smooth execution of tasks.

Key Responsibilities:

Administrative Support

• Manage office communications, schedules, and document filing.
• Handle inquiries from clients, partners, and team members professionally.
• Maintain and update company records, databases, and internal documentation.
• Assist in procurement processes, coordinating with vendors and suppliers.

Client Onboarding & Platform Support

• Guide and onboard new clients onto the Company platform, ensuring a seamless registration process.
• Provide training and assistance to clients using the platform.
• Address customer inquiries and escalate technical issues when necessary.
• Maintain accurate client records and generate reports on onboarding progress.

Internal Operations Assistance

• Support daily business operations, including coordinating deliveries, fleet management support, and scheduling maintenance.
• Assist in organizing meetings, preparing reports, and tracking key performance indicators (KPIs).
• Coordinate logistics, including the movement of vehicles, deliveries, and operational supplies.

Driving & Logistics Support

• Occasionally drive company vehicles to assist with operational errands, such as deliveries, pickups, or site visits.
• Ensure compliance with company vehicle policies and organize basic vehicle maintenance checks.

Required Qualifications & Skills:

• Diploma or Bachelor's degree in Business Administration, Operations Management, or a related field.
• 1-3 years of experience in administrative support, operations, or customer service roles.
• Strong organizational skills and attention to detail.
• Proficiency in using office productivity tools (e.g., Microsoft Office, Google Suite).
• Excellent communication skills, both written and verbal.
• Customer service experience, with the ability to onboard and train users on digital platforms.
• Ability to multitask and work in a fast-paced environment.
• Must possess a valid driver’s license and be comfortable driving as part of job duties.

Preferred Qualifications:

• Experience in mobility, logistics, or tech-enabled services is an added advantage.
• Knowledge of CRM systems or fleet management tools.
• Familiarity with last-mile delivery, fleet management, or vehicle logistics.

How to Apply:
Interested candidates should submit their CV and a short cover letter explaining their suitability for the role to hr@nani.co.ke with the subject line “Administrative & Operations Assistant Application and expected Salary. Failure to follow these instructions will result to disqualification. Applications will be reviewed on a rolling basis.