Job Description

1. Welcome

Welcome to

Prime Intelligence Mobility Ltd

! We're thrilled to have you join our

Experience Programme

.

Our goal is to give you

real-world experience

of how an e-bike / e-commerce business works -- from customer enquiries and sales, to order processing and basic fulfilment coordination.

This is an

educational and observational programme

.
You will be supporting the team while learning practical skills that you can use in your future career or business.

We see participants as potential future collaborators.
If you show ownership, initiative and reliability, there may be opportunities in the future for project-based work, collaboration, or other roles (although this is

not guaranteed

).

We look forward to growing and learning together with you.

2. About Us

We operate in the

e-bike and e-commerce

space.

Our work includes:

Selling e-bikes and related products through online platforms and our own channels Coordinating stock between suppliers, warehouses and customers Handling customer enquiries, pre-sales advice and after-sales support Managing orders and shipments with logistics partners Building a reliable and customer-focused brand in the UK and Europe
You will be mainly involved with the

Sales & Operations

side of the business.

3. Experience Programme Objectives

During your experience programme, you will:

Learn how we handle customer enquiries and sales leads in a structured way Gain experience in collecting and recording customer information Understand the order lifecycle: from order confirmation to shipment and delivery Support the coordination between sales, warehouse and couriers Learn basic principles of good customer service and communication Develop skills in organisation, attention to detail and follow-up Build experience that you can later present on your CV, portfolio, or in interviews
4. Roles & Responsibilities

You will support both

Sales (front-end)

and

Operations / Fulfilment (back-end)

.

4.1 Sales & Customer Enquiries (Pre-Sales)

You will:

Reply to basic customer enquiries via our approved channels
(e.g. email, WhatsApp, website, marketplace messages)

Ask structured questions to understand: Budget Usage scenario (commuting, leisure, off-road, etc.) Practical constraints (storage, folding, weight, etc.) Use our internal guides and FAQs to: Introduce key features of different e-bike models Suggest 1-3 suitable options based on the customer's needs Record key customer information in our systems
(e.g. spreadsheets / simple CRM / platform back-office)

Tag the status of each contact (new enquiry / follow-up / ready to order / after-sales)
4.2 Orders & Fulfilment Support

You will:

Check new orders and verify key information: Customer name and contact Delivery address Model, colour, quantity Update order records and status in our internal sheets or systems Help collect and record tracking numbers and shipment information Send standard

order confirmation

and

shipment updates

to customers using templates Monitor delayed or problematic shipments in our tracking overview and flag them to your supervisor
4.3 After-Sales Information Gathering

You will:

Receive basic after-sales enquiries (e.g. small issues, questions, delivery problems) Collect key information: Order number / platform Date of purchase Issue description Photos / videos where needed Follow our FAQ and checklists to ask simple troubleshooting questions Categorise and record cases clearly (type of issue, urgency, what has already been tried) Escalate any case involving

refunds, compensation, policy exceptions or safety

to your supervisor
5. Work Schedule (On-Site Work)

When you are scheduled for

on-site

participation, you are expected to:

Be punctual and ready to assist with setup and closing tasks Follow the on-site supervisor's instructions at all times Respect the workspace, equipment and any shared areas
(Details of your typical participation times will be agreed informally with your supervisor.)

6. Attendance & Time Tracking (BrightHR App)

We use

BrightHR

to record attendance and track participation time.

Clocking In & Out

Download the

BrightHR

app on your mobile device Log in with your company-provided credentials Clock in when you begin your activities (on-site or remote), and clock out when you finish Use the

"Notes"

section to indicate whether you are working on-site or remotely
(e.g. "Working remotely on customer enquiries today")

Important:

BrightHR access is limited to active volunteer trainees and supervisors Please notify your supervisor if you cannot log in or are having any issues with the app
7. Complimentary Lunch

During agreed

on-site workdays

, volunteer trainees are eligible for complimentary lunch.

Collect your lunch at

Matcha Mochi x The Brew

Show your dedicated lunch card to collect your meal This is available only for active volunteer trainees during assigned on-site workdays
(Any changes to location or arrangements will be communicated by your supervisor.)

8. Communication

We expect clear and professional communication at all times.

Please:

Use professional and respectful language in all messages, emails, and group chats Keep your supervisor updated about your progress and any delays or issues Ask questions -- we're here to help you learn and grow Share creative ideas and suggestions -- this is part of showing initiative as a potential future collaborator
If you are unsure how to reply to a customer or partner, check with your supervisor before sending.

9. Equipment & Property Policy

"Equipment" here includes company devices, e-bikes used for demonstration, accessories, and any other company property.

Please:

Always handle equipment and company property with care Do not borrow or use company equipment without prior approval Report any malfunction, damage, or loss immediately Never leave equipment or bikes unattended in public or unsecured areas Learn proper storage, basic handling and any setup/teardown procedures you are shown -- this is part of your responsibility and a sign of reliability
If damage is caused through negligence or misuse, the company may ask the individual responsible to contribute to repair or replacement costs (case-by-case).

(If there is any staff/volunteer discount scheme, such as on rentals or purchases, details will be communicated separately.)

10. Confidentiality

During the experience programme, you may access:

Customer details and order information Internal documents, pricing information, or commercial strategies Internal communication channels and operational tools
You must:

Treat all such information as

confidential

Not share customer or company information with anyone outside the business Not post or share screenshots, internal documents, or client-related content without prior authorisation
Any finished work or experience you wish to include in your personal portfolio should be discussed with and approved by your supervisor in advance.

11. Conduct & Professionalism

We expect volunteer trainees to demonstrate:

Reliability and punctuality

Respect

for teammates, partners and clients

Initiative and willingness to learn

Positive attitude

on-site and in meetings

Creativity, accountability and collaboration

-- qualities that can lead to future partnership opportunities
Some practical tips:

Be courteous and professional with clients and coworkers at all times Take responsibility for your workspace and any company property you use Complete tasks on time and with attention to detail
Tips & Contributions (if applicable)

If any volunteer trainee receives

tips

or similar from clients, we may ask that they contribute them to a

joint pot

, which can be distributed among all volunteer trainees at the end of the programme (details to be confirmed by the supervisor).

12. Performance Reviews

Volunteer trainees will receive feedback

midway

and at the

end

of the experience programme.

Topics may include:

Attendance and punctuality Responsibility and care for the workspace, equipment, and company property Ability to complete tasks on time and attention to detail Professionalism and courtesy with clients and coworkers Initiative, creativity, and teamwork Potential opportunities for future collaboration
End-of-Programme Review

The final review may look at:

Completion of tasks and contribution to projects Overall attitude and growth during the programme Demonstrated skills and readiness for potential future collaboration
13. Completion & Certification

At the end of the experience programme, volunteer trainees will receive a

Certificate of Completion

recognising:

Their participation in the Experience Programme The contribution they made to Prime Intelligence Mobility The skills and experience gained during the period
(References or additional letters may be provided at the company's discretion.)

14. Contacts

If you have any questions or need support, please contact:

Experience Programme Supervisor

Name:

Matthew Hui

Email:

matthew.hui@primeintels.com

Operations Supervisor

Name:

Stefan Wan

Email:

stefan.wan@primeintels.com

Job Type: Volunteer

Pay: 1.00-1,000.00 per year

Benefits:

Discounted or free food Employee discount Free or subsidised travel
Work Location: In person