Job Openings at Nairobi Garage

Start Date: Immediate / 1 month

Remuneration: Based on experienceDeadline: Rolling Applications

Position: Permanent 

The Front Office role was one of the most important roles in Nairobi Garage from a customer service perspective. You are the face and the first point of contact for all our customers, and visitors. All communication to and from members to the company will come through you and you will need to know how to act on each piece of information.

This role requires you to think on your feet, be happy working with people and able to create a welcoming first impression for our members and guests. Behind the scenes you will be responsible for making sure our systems run smoothly for our members.

Below is a breakdown of the focus areas of this role:

Customer service

• Troubleshooting members and customer feedback and issues
• Communicating with members on office operations events and announcements
• Assisting in managing the club coworking community
• Assisting the community manager in onboarding new members

Front Office Support

• Visitor reception and tours of the space
• General assistance with office running as and when required.
• Preparing meeting rooms and training spaces
• Planning with the events team during external events bookings

Admin

• Overseeing the printing accounts and billing
• Overseeing the parking accounts and billing
• Assisting Accounts team with monthly member billing
• Assisting with taking payments from customers and receipting

Reporting to: General Manager

Preferred Qualifications and Experience

• 2 years working in a customer service or hospitality role
• A university degree
• Ability to communicate professionally both verbally and in writing.

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Start Date: Immediate / 1 month

Remuneration: Negotiable

Deadline: Rolling Applications

Position: Permanent 

The main focus of this role is to be responsible for customer service and bringing value to our members. As a community manager you can achieve this through delivering value and benefits to our members. By having a regular interaction with members resolving their issues and offering solutions that will retain customers as their business grows

You will be expected to add value to the membership through referrals, connections networking and events. Also be creating a warm and professional member experience while building a strong and vibrant community to encourage referrals

Below is a breakdown of the focus areas:

Member Experience and Community

• Building member to member relations
• Interact with members to understand how you can create meaningful connections for them
• Maintaining and developing your space vibe
• Ensure member base is well-informed on space activities and member benefits.
• Growing of engagement and active members via our online platforms
• Promoting members to engage with community events.
• Assist marketing to facilitate info for our online magazine and newsletter content from members

Member Management 

• Conducting the onboarding process with new members seeing through completion
• Communicating rules and regulations so that members are fully aware of the restrictions in the space to set expectations.
• Managing the inventory checklist for enclosed onboarding and exiting process

Customer Service 

• Actively responding to feedback and delegating or escalating to correct person
• Conducting  Check-ins actioning feedback knowing when to escalate issues and  to push for upgrades in packages
• Managing any service space and maintenance issues affecting members seeing through completion

Selling and upselling

• Run  tours  and assists with sales process  for coworking desks
• Managing renewals and upselling t keep in line with retention targets

Preferred Experience and qualifications

• Bachelor’s degree
• Knowledge and interest in the innovation and entrepreneurship space in Kenya/Africa
• Experience running and hosting events is a plus

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Start Date: March / April 2021

Remuneration: Negotiable

Deadline: Rolling Applications

Position: Permanent 

The GM oversees the day to day running of  the space and life at Nairobi Garage for our members. It is packed and you will need to make decisions constantly and set the pace for your  team.

This role requires  you to work with many people throughout the  day. You will need to move between enforcing processes to listening keenly to people’’s needs. Solving problems on the fly and delving into the system development and strategy. No day will be the same as the previous one. You should be comfortable with numbers using technology and managing people.

Job Description

Main focus Areas

• Team performance and growth
• Customer retention and community management
• Budget Management
• Operational efficiency and service delivery

Space Management

• Ensure the space is maintained and repaired consistently and to a high standard at all times
• Ensure core utilities and services are delivered at all times

Team Performance 

• Enforce policies for all staff under your management
• Keeping staff on track worth their goals and deliverables demanding  high-levels of performance
• Offering support and leadership in their decision making and development

Customer Satisfaction

• Take responsibility for ensuring excellent levels of customer satisfactions and quick resolution of issues  arising
• Lead your team on customer service and how to deliver excellent service
• Ensure value and quality is delivered to our customer service delivered  to all members 
• Ability to engage in community activities and ecosystem

Supplier Management and Spending 

• Manage the monthly budget and spending to reduce wastage

Sales

• Assist in closing sales leads for membership and grow the garage membership base

Preferred Experience and Qualifications

• Bachelor’s Degree
• Experience Managing People
• Understanding of Accounting and Contracts
• Knowledge and interest in the innovation and entrepreneurship space in Kenya/ Africa