Client Success & Relations Officer at Nyota Njema Real Estate

Job Purpose:

Be the primary client-facing contact to manage enquiries, nurture prospects through structured outreach (including cold calling), and ensure excellent onboarding and after-sales experience to drive satisfaction and retention.

Main responsibilities:

• Handle inbound enquiries and follow up proactively by phone, email and WhatsApp to qualify and advance leads.
• Conduct targeted cold-calling campaigns to generate appointments and qualified leads for Sales.
• Maintain accurate client and lead records in the CRM and update pipeline status and next actions.
• Coordinate onboarding activities between Sales, Operations and Finance to ensure smooth client activation.
• Resolve customer issues and service escalations promptly, escalating complex matters to the manager.
• Collect and report client feedback and suggest improvements to product and onboarding flows.

What We’re Looking For

Qualifications:

• Diploma or Bachelor’s degree in Business, Communications, or a related field.
• Minimum of 1 year of customer-facing experience.

Knowledge & Experience:

• Understanding of customer service best practices and CRM usage.
• Familiarity with sales pipeline management principles.
• Experience using CRM tools to manage client interactions and records.

Skills:

• Excellent phone etiquette, persuasive communication, and relationship-building skills.
• Strong organizational and time management abilities.
• Proficiency in CRM systems and basic data entry accuracy.

Personal Attributes:

• Empathetic, patient, and customer-focused.
• Target-driven, resilient, and professional.
• Team-oriented with a proactive approach to problem-solving.