Customer Care & Front Desk Officer

CUSTOMER CARE & FRONT DESK OFFICER Company: Tristar Global Logistics Brand: Onyx Fitness Employment Type: Full Time Location: Nairobi, Kenya Reports To: Gym Manager ABOUT THE ROLE Onyx Fitness is a Nairobi-based fitness brand built on training, community and exceptional member experience. As our Customer Care & Front Desk Officer, you will be the welcoming face of our brand, setting the tone for how members and visitors experience us from their first enquiry through to becoming valued, returning members. This is a hybrid role that combines genuine hospitality with smart sales support, ensuring every interaction is warm, professional and on-brand. YOUR MAIN RESPONSIBILITIES You will open and close the front desk on schedule each day, greeting members and managing walk-in visitors with warmth and professionalism. You will handle all enquiries efficiently whether they come through phone, WhatsApp, email or social media, and respond promptly to each one. Your sales support will focus on converting enquiries into facility tours, trial sessions and sign-ups while maintaining accurate records. You will process all payments and registrations carefully, including cash, M-Pesa and card transactions, and reconcile daily sales reports without error. You will also identify and resolve member issues swiftly, escalating to management when appropriate, and maintain a clean, welcoming reception area that reflects the Onyx Fitness brand. On a weekly basis, you will keep lead logs current and follow up on membership renewals and lapsed members. Each month, you will report on enquiry volumes, conversion rates and member feedback to the Gym Manager. Above all, you will deliver consistent, professional service while maintaining accurate records and keeping member data secure. QUALIFICATIONS & EXPERIENCE REQUIRED You should hold a certificate or diploma in front office, hospitality, customer service, business or a related field, or demonstrate equivalent practical experience. You will have at least one to two years working in a customer-facing role such as reception, front desk, retail, hospitality or preferably a gym or wellness environment. You must have proven experience handling cash and processing payments accurately including M-Pesa transactions. You should be comfortable using computer systems, gym management software or CRM platforms, and be proficient with messaging applications. Experience in the fitness industry or a membership-based business is a strong advantage, as is a personal interest in fitness. SKILLS & COMPETENCIES You are confident using gym and membership management software, spreadsheets and email. You handle cash, M-Pesa and card payments with precision and can perform basic reconciliation. You manage enquiries smoothly across WhatsApp, phone, email and social media channels. Beyond technical skills, you are naturally warm and friendly with a genuine service mindset that puts members at ease. You communicate clearly in English and Kiswahili. You remain calm and patient even when handling complaints or working under pressure. You have a sales-aware mindset and naturally spot opportunities to convert and retain members. You are organised, punctual and entirely trustworthy with cash and confidential member information. You pay close attention to detail in all records and financial reconciliation. You work well as part of a team and coordinate effectively with trainers and management. HOW TO APPLY Please submit your CV with references from previous employers, along with a cover letter, to info@tristargl.com by 5 June 2026 at the end of business. Performance in this role will be assessed against agreed targets, reviewed monthly and formally evaluated at the end of your probation period.