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Customer Experience Intern
Eagle Lights
Nairobi, KE
Internship
Posted 4 weeks ago
Job Description
The Customer Experience Intern will support daily front-office operations by serving as the primary point of contact for all walk-in, phone, WhatsApp, and online customers. The role is responsible for ensuring every customer interaction is handled professionally, inquiries are responded to promptly, and customer details are accurately captured and updated in Zoho CRM for proper tracking and follow-up.
The intern will coordinate customer service delivery by working closely with the Lead Technician to monitor job progress, confirm timelines, and ensure service quality standards are met. This includes preparing and managing job cards, ensuring pre-service and post-service checklists are completed for every vehicle, and supporting the scheduling of workshop and installation activities to meet agreed deadlines.
In addition, the intern will support customer retention and service improvement initiatives by conducting follow-ups with both successful and unsuccessful customers to gather feedback, promote additional services, encourage repeat visits, and re-engage lost clients. The role will also manage customer complaints as the first escalation point, ensuring issues are documented, resolved appropriately, and followed through until closure.
The intern will also contribute to operational efficiency by maintaining accurate records of customer inquiries, visits, job orders, complaints, and service reports, while providing regular feedback and insights to management on customer trends and service gaps. Operational support includes maintaining a clean and professional reception area, ensuring promotional materials and brochures are up to date, monitoring front desk inventory and supplies, tracking workshop tools and consumables, enforcing tool check-in/check-out protocols, and supporting health, safety, and environmental compliance within the premises.
Requirements
• Strong communication and customer service skills (in-person, phone, WhatsApp).
• Ability to record customer visits and inquiries accurately in Zoho CRM (or willing to learn quickly).
• Organized, proactive, and able to multitask in a busy front-desk environment.
• Comfortable handling customer follow-ups, feedback collection, and basic complaint escalation.
• Basic computer skills (Excel/Google Sheets); CRM experience is an added advantage.
• Must be available for on-site internship and able to meet timelines consistently.
• Must be living within or near Zimmerman, Roysambu, or Gumba.
Benefits
• Monthly stipend: KES 15,000 – 17,000.
• Eligible for leaves as per company policy.
• Monthly airtime allowance provided.
• Practical exposure in customer experience, coordination, CRM operations, and service workflow.
• Opportunity to gain skills in customer retention, upselling, and complaint handling.
• Potential internship renewal based on performance.
The intern will coordinate customer service delivery by working closely with the Lead Technician to monitor job progress, confirm timelines, and ensure service quality standards are met. This includes preparing and managing job cards, ensuring pre-service and post-service checklists are completed for every vehicle, and supporting the scheduling of workshop and installation activities to meet agreed deadlines.
In addition, the intern will support customer retention and service improvement initiatives by conducting follow-ups with both successful and unsuccessful customers to gather feedback, promote additional services, encourage repeat visits, and re-engage lost clients. The role will also manage customer complaints as the first escalation point, ensuring issues are documented, resolved appropriately, and followed through until closure.
The intern will also contribute to operational efficiency by maintaining accurate records of customer inquiries, visits, job orders, complaints, and service reports, while providing regular feedback and insights to management on customer trends and service gaps. Operational support includes maintaining a clean and professional reception area, ensuring promotional materials and brochures are up to date, monitoring front desk inventory and supplies, tracking workshop tools and consumables, enforcing tool check-in/check-out protocols, and supporting health, safety, and environmental compliance within the premises.
Requirements
• Strong communication and customer service skills (in-person, phone, WhatsApp).
• Ability to record customer visits and inquiries accurately in Zoho CRM (or willing to learn quickly).
• Organized, proactive, and able to multitask in a busy front-desk environment.
• Comfortable handling customer follow-ups, feedback collection, and basic complaint escalation.
• Basic computer skills (Excel/Google Sheets); CRM experience is an added advantage.
• Must be available for on-site internship and able to meet timelines consistently.
• Must be living within or near Zimmerman, Roysambu, or Gumba.
Benefits
• Monthly stipend: KES 15,000 – 17,000.
• Eligible for leaves as per company policy.
• Monthly airtime allowance provided.
• Practical exposure in customer experience, coordination, CRM operations, and service workflow.
• Opportunity to gain skills in customer retention, upselling, and complaint handling.
• Potential internship renewal based on performance.
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