• JOB INFORMATION 

• JOB PURPOSE 

Ultimately uphold and continuously improve the customer experience standard, ensuring that every touchpoint is handled with precision, professionalism, and speed.

• MAIN RESPONSIBILITIES OF THE JOB 

1. Answer all customer calls and enquiries
2. Attend to all enquiries on tender promptly and accurately for enhanced customer satisfaction.
3. Management of records for the department i.e. warranty documents, demo vehicles agreements, client feedback reports on demo, clients’ vehicles files, showroom keys & accessories record.
4. Create a file (both soft and hard copy) for every vehicle delivered gathering the key documents as indicated on the sales SOP.
5. Follow-up on new vehicle (BYD) registration, vehicle accessories and logbooks dispatch to customer.
6. Custodian of all spare keys and logbooks
7. Effectively manage and report on stock reports, stock reconciliations, managing vehicle movements from Bond/GLC, handling stock discrepancies & reconciliation of accessories that come with the car. Receive vehicles from GLC and keep the required documents.
8. Adhere to the FIFO system and verify required payment received when allocating BYD models except where an approval is given.
9. Prepare timely quotations for branches, dealers & agents, and accurate sales reports to enhance efficiency and effectiveness in the sales process;
10. Regularly update customers on sales order progress, respond and resolve customer queries in a timely manner to ensure customer satisfaction and retention;
11. Follow up with customers on warranty booklets to ensure full compliance with CFAO Mobility guidelines on warranty management;
12.  Fixing and scheduling maintenance appointments for customers
13. Requisition for stationery to ensure minimal disruptions to business operations due to stock outs;
14. Archive records for the department to ensure records are kept in a safe manner, and are easy to retrieve when required for decision making purposes
15. Custodian of the Fleet Register (logbooks & keys) to monitor movement and maintain accountability.
16. In a Teamwork mindset, be available for any task out of this scope & that can be done during the working hours to support any other departments to support the BYD Team

• KNOWLEDGE, SKILLS AND EXPERIENCE

• Degree in a business-related field from a recognized university.

• WORKING RELATIONSHIPS

1. Sales Team
2. BYD Agents.
3. All Departments, Branches & Dealers of CFAO Mobility Kenya

1. Members Of Parliament
2. Corporate Clients
3. County And National Government Officials
4. Leasing Companies
5. Insurance Brokers & Risk Consultants
6. The National Treasury
7. Banks

• COMPETENCIES

1. Computer literacy
2. Customs rules  and KRA procedure
3. Government regulations
4. Product knowledge: vehicle specifications, basic mechanical knowledge
5. Suppliers management knowledge
6. Finance knowledge
7. Stock management
8. Driving license

Functional

1. Excellent customer service and verbal communication skills are essential for this role
2. Report writing skills- ability to develop reports
3. Presentation skills

Behavioral 

1. Innovation – Ability to come up with new and better ways of working to improve efficiency and effectiveness
2. Time Management – Ability to use time effectively and efficiently
3. Drive for results – Aware of their roles and responsibility and can be counted on to meet and exceed goals
4. Interpersonal skills – Ability to build rapport and constructive and effective relationships with colleagues and customers
5. Customer focus – Establishes and maintains effective relationship with both internal and external customers, to gain their trust and respect
6. Ethics and values – Adheres to an appropriate and effective set of core values and beliefs, and in alignment with the  values
7. Integrity and trust – Trusted individual who can present the unvarnished truth in an appropriate and helpful manner, keeps confidence, admits mistakes, doesn’t misrepresent themselves for personal gain