Customer Experience Champion - Kalagi

We are seeking a proactive and customer-focused Customer Experience Champion to join our team. This individual will be responsible for delivering outstanding service at our battery swap stations, managing inventory, maintaining station assets, and ensuring smooth and efficient battery swapping operations.

Candidate Requirements

• Minimum of a Senior Four Certificate.
  

  • A diploma or equivalent from a recognised institution is an added advantage.
    
• Strong customer service orientation and ability to represent the voice of the customer.
  
• Proficiency in using smartphones and mobile/web applications.
  
• Excellent analytical, communication, and interpersonal skills.
  
• High level of integrity, reliability, and professionalism.
  
• Willingness to work flexible hours, including weekends and public holidays.
  
• Physically fit and able to lift up to 25 kg and stand for long periods.
  
• Ability to thrive in a fast-paced environment.
  
• Fluency in English and Luganda (knowledge of other local languages is an added advantage).
  

1.  Battery Swapping & Inventory Management

• Execute battery swaps quickly and accurately to minimise rider wait time.
  
• Use the Swap App to scan and record all battery transactions in real time.
  
• Identify and report any missing, damaged, or malfunctioning batteries.
  
• Conduct regular physical inventory checks to match digital records.
  

2.  Customer Service

• Greet and assist all customers—including riders, walk-ins, and prospects—in a professional and courteous manner.
  
• Guide customers through the swapping process and answer inquiries effectively.
  
• Deliver consistent, friendly, and efficient service to ensure high customer satisfaction.
  

3.  Station Management

• Keep the swap station clean, safe, and well-organised.
  
• Ensure valid trading licenses are displayed and equipment is orderly.
  
• Maintain hygiene, safety, and operational standards.
  

4.  Battery Stock Control

• Receive, store, and issue batteries accurately using the Swap App.
  
• Ensure proper use and security of all battery stock under your supervision.
  

5.  Reporting

• Submit daily, weekly, and monthly reports as required.
  
• Report technical issues, alarms, repair needs, and security incidents promptly.
  
• Maintain accurate and organised documentation.
  

6.  Asset Management

• Safeguard company property and equipment at the station.
  
• Identify and address potential risks to prevent operational loss or damage.