Customer Experience & Conveyance Executive at Username Investment Limited

Job Description

• Username Investment Limited is a leading 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.  The Customer Experience and Conveyance 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

• Conduct regular customer service process reviews and audits to ensure gaps and risks are managed, procedures followed and improvements are effected.
• Liaise with the Sales and Accounts teams to come up with a good CRM system and audit its usage.
• Handle and/or escalate accordingly the enquiries that come through customer service contact channels (email/telephone).
• Obtain customer testimonials.
• Prepare customer service reports by collecting, analyzing, and summarizing data and trends.
• Organize for customer service training to staff directly engaging the customers on the various and relevant topics on handling clients.
• Ensuring all relevant communications, records and data are updated and properly stored.
•  Identify customer touchpoints and develop and implement innovative means to serve customers better throughout the customer lifecycle in conjunction with the other teams.
• Come up with ways, criteria and metrics to appreciate customers who bring a lot of business to the company.
• Liaise and communicate with the customers who win gifts, vouchers or raffles from the company.
• Maintain hard and soft copies of clients’ offer letters.
• Handle Front office roles in the absence of the Front office Executive when requested by management.
• Identify and assess customers’ needs to achieve satisfaction.
• Check on the 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.
• Conduct weekly site visits checks by randomly contacting the clients who attend and generate reports on the same.
• Handle product recalls (refund requests) and attempt to persuade customers to reconsider cancellation and find out the reasons behind the decision for future improvement.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and prepare incidents reports.
• Responsible for compiling and generating reports as they relate to customer service surveys.
• Collect and collate customer feedback and developing actionable changes/improvements.
• Communicating to the customers when their titles have been processed and are ready for collection.
• Assist in implementing major customer service projects or initiatives.
• Ensure all the required signage is present in the completion documents i.e. by the client and the company directors before and after the documents are taken to the lands office.
• Capture client’s information in the database i.e names, ID, KRA PIN, age, gender etc from transfer documents.
• Centralized Management of titles in the town office. This includes storage, receiving and issuing.
• Perform other roles as required as part of the customer service team.
• Handling the title transfer of title process in liaison with key stakeholders in the process.

Key Performance Indicators

• Ensure overall Customer Satisfaction
• Monitor overall customer acquisition rate
• Timely Complaint Escalation rate
• Product Knowledge
• Promotion of Customer awareness
• Accuracy in data entry.
• Verification of client documents
• Preparation and sharing of accurate reports

Requirements for the Customer Experience & Conveyance Executive Job

• A Bachelor’s degree in any related field is required, an additional diploma in law would be an added advantage.
• 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.