Join the Green Revolution in Home Appliances!

About GreenBay Market:

GreenBay Market is at the forefront of transforming Africa's appliance market. We're pioneering a digital-first platform for certified refurbished and second-life appliances, making quality, sustainable goods accessible to all. Our mission is to provide reliable, guaranteed second-hand products with exceptional customer support, driving both affordability and environmental responsibility.

The Role:

We're seeking a passionate and driven Sales & Customer Care Executive to be the voice of GreenBay Market. You'll drive sales and ensure unparalleled customer satisfaction across our online and offline channels. As the primary point of contact, you'll manage inquiries, conduct product demonstrations, and guide customers through their entire journey – from initial interest to becoming loyal advocates.

Key Responsibilities:

• Engage & Convert: Promptly and effectively respond to inquiries via WhatsApp, phone, and email, converting leads into successful sales.
• Provide Expert Advice: Leverage product knowledge and active listening to recommend the perfect appliances, including trade-in options.
• Proactive Follow-Up: Ensure timely follow-up with warm leads (e.g., cart abandonments, inquiries) within 6-12 hours.
• Personalise the Experience: Create engaging and personalised interactions using voice notes, live photos, and short videos.
• Showcase & Demo: Schedule and conduct compelling video demos or live calls from the showroom or warehouse.
• Ensure Transparency: Clearly communicate product conditions (refurbished, "like new," cosmetic defects) to build trust.
• Manage Orders: Provide regular updates on delivery, installation, and order-related issues.
• Deliver Post-Purchase Care: Conduct follow-ups to ensure customer satisfaction and identify upsell/cross-sell opportunities.
• Support & Coordinate: Track warranties, returns, and service requests, collaborating with refurbishment and logistics teams.
• Track Performance: Maintain daily KPIS, including response times, conversion rates, NPS, and follow-up activities.
• Manage CRM: Utilise tools to tag and segment customers effectively.
• Collaborate & Share: Provide real-time feedback and common customer objections to the marketing team.

Must-Have Qualifications:

• 2–4 years of experience in customer care or sales within a high-volume e-commerce or retail environment.
• Proficiency with CRM tools, Shopify, WhatsApp Business, or Zendesk.
• Excellent written and spoken communication skills in English and Swahili.
• Proven ability to build trust quickly with customers, particularly in digital interactions.

Nice-to-Have Qualifications:

• Experience working with second-hand or refurbished electronics/appliances.
• Familiarity with customer trust-building tools like video demos, testimonials, and warranties.
• A strong interest in sustainability, the circular economy, or green retail.

What Success Looks Like:

• Treating every lead with the highest importance and ensuring consistent follow-up.
• Possess in-depth product knowledge to confidently guide customers.
• Building strong digital trust to minimise the need for in-person visits.
• Creating highly satisfied customers who become advocates and repeat purchasers.