Position Overview

• The Customer Experience Representative is a frontline role responsible for delivering outstanding service to prospective and existing clients, ensuring their journey with Kenya Homes Properties Ltd is seamless, positive, and rewarding.
• This position involves handling client inquiries, supporting the sales team with lead nurturing and follow-ups, and maintaining strong client relationships to foster loyalty and referrals.
• Reporting to the Sales Manager, the Customer Experience Representative will play a key role in enhancing client satisfaction and supporting the company’s growth in a competitive real estate market.
• The ideal candidate is a proactive, empathetic communicator with a passion for customer service and a keen interest in real estate.

Key Responsibilities

The Customer Experience Representative will focus on client interactions, administrative support, and process improvement to enhance the customer journey. Specific responsibilities include:

Client Inquiry Management:

• Respond promptly and professionally to client inquiries via phone, email, social media (e.g., X, WhatsApp), and in-person interactions, addressing questions about land plots, pricing, payment plans, and project details.

Lead Nurturing and Sales Support:

• Qualify leads by assessing client needs, budgets, and preferences, and pass high-potential leads to the sales team for further engagement.
• Audit Leads and prospects and qualify them.

Client Relationship Management:

• Build and maintain positive relationships with clients, ensuring consistent communication throughout their buying journey, from initial inquiry to post-sale follow-up.
• Follow up with clients after site visits, bookings, or purchases to confirm satisfaction and address any concerns.
• Carry out surveys on Client experience after closing and analyze the feedback.

Issue Resolution and Escalation:

• Address client complaints or concerns promptly and empathetically, resolving issues within scope or escalating complex cases to the Sales Manager for further action.
• Document client feedback and share insights with the Sales Manager to improve processes and client experiences.

Event and Marketing Support:

• Participate in company events, such as project launches, property expos, and open days, engaging with clients to promote properties and gather feedback.
• Support marketing initiatives by collecting client testimonials, photos, or success stories (with consent) for use in campaigns and social media.

Administrative and Reporting Duties:

• Maintain accurate records of client interactions, inquiries, and outcomes in the company’s CRM system, ensuring data integrity for sales and marketing teams.
• Prepare daily and weekly reports on client interactions, including inquiry volume, lead qualification status, site visit schedules, and feedback trends.
• Track follow-up activities and ensure timely communication with clients to prevent drop-offs.

Process Improvement:

• Identify opportunities to enhance the customer experience, such as streamlining inquiry responses or improving site visit logistics, and propose solutions to the Sales Manager.

Team Collaboration:

• Work closely with the sales team to ensure client needs are met and sales targets are supported through effective lead management.

Education Qualifications 

• Diploma or Bachelor’s degree in Business Administration, Human Resources, Customer Service, Marketing, or a related field (preferred; equivalent experience considered).

Experience:

• Minimum of 2 years in customer service or client-facing roles, preferably in real estate, property sales, or a related industry.
• Experience using CRM systems or customer management tools is an advantage.
• Basic understanding of the Kenyan real estate market.

Skills and Competencies

• Customer Service Excellence: Proven ability to deliver exceptional client experiences, with a focus on empathy, patience, and professionalism.
• Communication: Strong verbal and written communication skills to engage clients, explain complex information clearly, and prepare accurate reports.
• Technology: Proficiency in Microsoft Office Suite (Word, Excel) and familiarity with CRM systems (e.g., Salesforce, HubSpot) or social media platforms

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