Sales and Service Center Associate

About the role

Sunculture is hiring a full-time Sales and Service Center Associate in Westlands, Nairobi. The role covers customer service, after-sales support and sales, working alongside the supervisor to meet daily targets and commission.

Key responsibilities

• Customer service: maintain a positive, empathetic and professional attitude; know company products well; resolve complaints within agreed SLAs; respond promptly to inquiries across channels; analyze trends to improve service.
• Service center operations: keep the center clean and tidy during opening hours (9am-5pm Mon-Fri, 8am-12pm Sat); monitor and maintain stock levels through regular stock takes; assist customers and team members with sales and after-sales requests.
• Aftersales: raise issues as tickets, track interactions and complaints, provide feedback, troubleshoot non-technical issues and escalate unresolved ones to the product team; manage spare parts and generate activity and stock reports.
• Sales: work with the supervisor on daily KPIs (sales targets, lead generation, call logs); follow up leads and convert them through demos, market sourcing and referral programs; earn commission according to the company's commission structure.