Onboarding Customer Service Agent

About the role

The Onboarding Customer Service Agent will be the first point of contact for new clients, guiding them through registration, account setup, and initial use of our SaaS platform. You will ensure a smooth transition from sales to active usage while maintaining a professional and empathetic attitude.

Key responsibilities

• Update fleet lists regularly and liaise with scheduling and technical teams on pending fitments.
• Confirm fitment locations and contacts for new projects.
• Escalate and resolve scheduling or technician issues.
• Provide clear explanations of platform applications and train customers to maximize value.
• Deliver professional customer support across multiple channels, acknowledging and resolving complaints promptly.
• Gather feedback on service efficiency and identify opportunities to upsell additional services or software applications.
• Compile daily efficiency and productivity reports.
• Perform other duties as assigned by the supervisor.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Public Relations, Marketing, or a related field.
• 1‑3 years of experience in a customer service or client‑engagement role.
• Ability to guide new customers through registration, account setup, and initial troubleshooting.
• Fluent in English and Swahili.
• Strong desire to serve clients and contribute to their success.

Required skills