Customer Success Representative – Interior Design & Construction at Valentori Investments Group Ltd

Salary: KES 50,000–60,000 per month, depending on experience and capability

• Valentori Group is seeking a mature, confident and highly organized Customer Success Representative to take ownership of the client experience throughout the project journey.
• This is more than a customer-care role. The successful candidate will become the client's primary coordination point from the moment a site visit is paid for through design, planning, execution, snagging and final project handover.
• We are looking for someone who can keep clients informed, coordinate internal teams, anticipate concerns, solve problems and ensure that commitments, approvals and project decisions do not fall through the cracks.

The Role

• Once a client enters our project process, you will help ensure that they experience a professional, organized and well-communicated journey.
• You will coordinate closely with Sales, Interior Design, Quantity Surveying, Project Management, Procurement and Site Teams, while maintaining clear and professional communication with the client.
• You will not replace the Project Manager or technical teams. Your responsibility is to own the customer journey and ensure information flows effectively between the client and the people responsible for delivery.

Key Responsibilities

• Take over client coordination once a site visit has been confirmed and paid for.
• Coordinate site-visit scheduling and ensure clients understand the next steps.
• Maintain consistent communication with clients throughout design, quotation, approvals, execution and handover.
• Coordinate communication between clients and Sales, Design, QS, Procurement and Project Management teams.
• Track client decisions, selections, approvals, variations and outstanding requirements.
• Ensure commitments made to clients are properly documented and communicated to the responsible team.
• Provide clients with timely, accurate project updates rather than waiting for them to request information.
• Follow up internally on outstanding actions affecting the client's project.
• Identify potential client concerns early and coordinate resolution before they escalate.
• Manage complaints professionally and remain composed in difficult conversations.
• Attend project sites when necessary to understand issues, meet clients and support resolution.
• Coordinate snagging, client feedback, project handover and post-handover follow-up.
• Maintain accurate client records, communication history, approvals and follow-up actions in the company's designated systems.
• Identify opportunities for additional services, referrals and repeat business without compromising the customer relationship.
• Collect structured client feedback and help management identify recurring service-delivery weaknesses.

What We Are Looking For

The successful candidate should demonstrate:

• Exceptional communication skills – Able to communicate confidently and professionally with homeowners, developers, consultants, contractors, fundis and internal teams.
• Excellent English and Kiswahili – Strong spoken and written communication in both languages is required.
• Strong organization and follow-through – Able to manage multiple clients, deadlines, meetings, approvals and outstanding actions without losing track of commitments.
• Exceptional problem-solving ability – We need someone who does not merely forward problems. You should be able to understand an issue, establish the facts, coordinate the appropriate people and actively drive it toward resolution.
• Composure under pressure – Construction and renovation projects can involve delays, changes, complaints and unexpected site conditions. You must remain professional, objective and solution-oriented.
• Proactive communication – Clients should not consistently have to chase the company for information. You should anticipate the information they require and communicate early.
• Strong ownership mentality – Once an issue enters your responsibility, you should follow it through to closure rather than assuming that forwarding it to another department completes your responsibility.
• Good judgement and emotional intelligence – Ability to distinguish between matters you can resolve, matters requiring technical input and matters that should be escalated to management.
• Commercial awareness – Understand that excellent customer experience should contribute to client retention, referrals, repeat business, additional sales and protection of the company's reputation.

Industry Knowledge

• Previous experience in interior design, construction, renovations, fit-outs, property development, architecture, cabinetry or a related built-environment business will be strongly preferred.

The ideal candidate should understand, or be capable of quickly understanding, concepts such as:

• Site measurements
• Design approvals
• BOQs
• Material selections
• Variations
• Project schedules
• Procurement
• Installation
• Snagging
• Practical completion
• Handover
• You do not need to be the technical designer or Project Manager, but you must understand projects well enough to communicate intelligently with both clients and technical teams.

Personal Attributes

We are particularly interested in someone who is:

• Mature
• Confident
• Presentable
• Highly organized
• Proactive
• Calm under pressure
• Accountable
• Persuasive
• Detail-oriented
• Sales-driven
• Collaborative
• Solution-oriented
• You must be a genuine team player capable of coordinating different departments without creating unnecessary conflict or confusion.
• The successful candidate must also be willing and able to travel to project sites as required.

How Success Will Be Measured

• This role will ultimately be measured by outcomes such as timeliness and consistency of client updates, closure of client concerns, documentation of approvals and decisions, reduction in avoidable escalations, client satisfaction, successful handovers, referrals, repeat business and opportunities converted into additional revenue.