Customer Care Representative

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.

Qualifications

Education

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.