Customer Relations Officer (CRO) at Gap Recruitment Services Limited

Job Summary:

The Customer Relations Officer (CRO) will be the frontline ambassador for the company, managing the end-to-end client journey from first inquiry through quotation, production updates, installation, handover, and after-sales support. This role is central to building trust, ensuring clients feel informed and valued, and driving measurable improvements in conversion, satisfaction, and loyalty.

Key Responsibilities

Lead Intake & Qualification:

• Manage all inbound channels: showroom walk-ins, calls, WhatsApp Business, email, website forms, and social media (DMs & Google My Business).
• Qualify leads using BANT (Budget, Authority, Need, Timeline).
• Book showroom consultations/site measurements and capture full client details in CRM (contacts, location, scope, photos, timelines).

Sales Support & Quotation Follow-up:

• Coordinate with Sales/Estimations to ensure accurate BOQs, specifications (glass, colors, finishes, accessories), and timelines.
• Share quotations/drawings, explaining options, warranties, and maintenance requirements.
• Proactively follow up on quotations, address objections, and upsell value-adds (smart locks, mosquito mesh, security glass, acoustic packages).

Order Confirmation & Pre-Production:

• Guide clients through approvals: drawings sign-off, material selection, contract/LPO, invoicing, and deposits.
• Schedule final measurements within SLA and coordinate with Operations for production scheduling.
• Manage client expectations on lead times, site readiness (structural works, tiling, plastering), and safety requirements.

Production Updates & Installation Coordination:

• Provide clients with weekly status updates during fabrication.
• Track ETAs and communicate timelines clearly.
• Align installation dates with site teams (contractors, designers, QS).
• Prepare site handover packs (method statements, risk assessments, access lists).
• Coordinate snag lists to ensure safe, clean, and minimally disruptive installations.

Handover & After-Sales Support:

• Conduct formal project handovers and issue care/maintenance guides and warranty certificates.
• Manage after-sales requests (repairs, adjustments, seals, rollers, handles) with the Service Team.
• Encourage reviews/testimonials (Google, social media) and manage case study approvals.

CRM, Reporting & Process Improvement:

• Maintain 100% CRM accuracy: records, notes, photos, drawings, revenue projections, and next actions.
• Generate weekly dashboards (leads, conversions, lost-deal reasons, CSAT/NPS, response times).
• Suggest process improvements, templates, and scripts to enhance efficiency and customer experience.

Brand & Reputation Management:

• Monitor/respond to online reviews and messages in line with brand voice and SLAs.
• Support showroom excellence: ensure displays, samples, and signage are up to standard.
• Assist in event readiness (open days, trade expos).

Requirements and Qualifications:

• Diploma or Degree in Business, Communications, Construction Management, Interior Design, or a related field.
• 2+ years experience in customer service, sales coordination, or client-facing roles (preferably in building materials, fenestration, construction, interiors, or manufacturing).
• Working knowledge of aluminum/glass systems (windows, doors, balustrades, shower cubicles) and ability to interpret basic BOQs/drawings.
• Proficiency in CRM systems (HubSpot/Zoho), Google Workspace, WhatsApp Business, and project-tracking tools.
• Strong communication skills in English & Swahili.

Nice to Have

• Familiarity with ISO/quality systems, warranties, and safety protocols for construction sites.
• Experience coordinating subcontractors/technicians and managing field service requests.
• Understanding of costing basics, VAT/eTIMS documentation, and delivery processes.