Username Investment Customer Experience Executive Job in Nairobi

Job Title: Customer Experience Executive

Industry: Real Estate

Job Type: Permanent

Reporting to: Human Resource Manager

Location: Nairobi

Closing date: 25th April 2017

Job Purpose: Username Investment Limited is a fast growing Kenyan based real-estate development and Investment Company. At Username, we desire to provide the current and upcoming generations with a place they can call home.

We are seeking to recruit experienced, self-driven, results oriented, passionate, friendly personnel with exceptional customer relations skills to fill in the position of a Customer Experience Executive.

The Customer Experience Executive will provide a valuable link between Username and its customers in reference to the various products and services offered by the company.

Principle Duties and Responsibilities

  • Develop service procedures, policies, Service Level Agreements (SLAs) and standards.
  • Ensure Compliance of the SLAs.
  • Liaise with the Sales and Accounts teams to come up with a good CRM system and audit its usage.
  • Drive the post sales activities and ensure compliance of the payment policy.
  • Analyze statistics and compile accurate reports on bookings and payments.
  • Identify gaps in the company’s processes that affect the customer and give ways on how to close the gaps.
  • Organize for customer service trainings to staff directly engaging the customers on the various and relevant topics on handling clients.
  • Check on quality of service offered to the customers by randomly contacting the clients engaged by the sales team and getting their feedback as well as compiling the quality reports.
  • Check whether professional etiquette is applied in all written correspondences with the customers.
  • Handle product recalls (refund requests) and attempt to persuade customer to reconsider cancellation and find out the reasons behind the decision for future improvement.
  • Come up with ways, criteria and metrics to appreciate customers who bring a lot of business to the company.
  • Handling and addressing customer complaints
  • Responsible for compiling and generating reports as they relate to customer service surveys.
  • Handling and/or escalating accordingly the enquiries that come through the customer service contact channels (email/telephone).
  • Communicating to the customers when their titles have been processed and are ready for collection.
  • Liaise and communicate with the customers who win gifts, vouchers or raffles from the company
  • Advising the management on the best ways to offer excellent and first class customer service which will translate to a good brand in the market.
  • Obtain customer testimonials.
  • Monitor and report on activities and provide management feedback information on new relationships in order to meet the business objectives.
  • Compile reports on overall customer satisfaction

Key Performance Indicators

  • Overall Customer Satisfaction
  • Effectiveness & Efficiency in E-media
  • Overall customer acquisition rate
  • Timely Complaint Escalation rate
  • Product Knowledge
  • Promotion of Customer awareness

Requirements for the Customer Experience Executive Job

  • A Bachelor’s degree in any related field is required.
  • 2 to 3 Years’ experience in Customer Service or Client relations roles.
  • Demonstrated ability to manage multiple tasks and compile  customer service reports
  • Strong analytical, communication and interpersonal skills
  • Highly driven with enthusiasm to maintain exceptional customer service and to cope with irate clients.
  • Proficiency in computer skills MS Word, Excel, Outlook, Access and CRM database.
  • Good attention to detail, organized, efficient and decisive.
  • High degree of accuracy when handling customer details.
  • Ability to work independently and as part of a team.

How to Apply

If you interested and meet the requirements please visit our website on and login to our careers page to apply for this position.

Sales and Marketing
Updated: April 23, 2017 — 10:01 pm