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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 www.usernameproperties.com and login to our careers page to apply for this position.

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