Client Success & Relations Officer at Nyota Njema Real Estate

Nyota Njema Real Estate is hiring an empathetic and target-driven Client Success & Relations Officer to be the primary client-facing contact in Nairobi, Kenya. This crucial role ensures a superb client experience by managing inquiries, nurturing prospects through structured outreach (including cold calling), and coordinating the onboarding and after-sales process to drive customer satisfaction and long-term retention in the real estate sector.

Position Summary & Impact 🎯

The Client Success & Relations Officer is responsible for managing the initial customer journey, from lead qualification to smooth activation. The core mandate includes handling inbound and outbound communications (phone, email, WhatsApp), proactively engaging prospects through targeted cold-calling campaigns, resolving escalations, and maintaining meticulous CRM records to support both sales and operations teams in Kenya.

Key Responsibilities 🔑

• Handle inbound client inquiries and proactively follow up by phone, email, and WhatsApp to qualify and advance leads.
• Conduct targeted cold-calling campaigns specifically designed to generate appointments and qualified leads for the Sales team.
• Coordinate client onboarding activities efficiently between the Sales, Operations, and Finance departments for smooth client activation.
• Maintain accurate client and lead records in the CRM, ensuring pipeline status and next actions are consistently updated.
• Resolve customer issues and service escalations promptly, escalating complex matters to management when necessary.
• Collect and report detailed client feedback to the management team and suggest improvements to product and onboarding flows.
• Ensure excellent after-sales experience to drive satisfaction and boost client retention rates.
• Maintain proficiency in CRM usage and adhere to best practices in sales pipeline management.

Essential Qualifications & Experience 🎓

• Mandatory Requirement: Diploma or Bachelor’s degree in Business, Communications, or a related field.
• Experience: Minimum of 1 year of customer-facing experience (e.g., customer service, sales support).
• Skills: Excellent phone etiquette, persuasive communication, and relationship-building skills.
• Technology: Proficiency in CRM systems and accurate basic data entry.
• Knowledge: Understanding of customer service best practices and sales pipeline management principles.
• Attributes: Empathetic, customer-focused, target-driven, and resilient.

How to Apply ➡️

Candidates interested in this client-focused Nairobi real estate career should apply via the provided link (Note: The source URL points to an Internal Auditor Trainee role, applicants should check the company site or contact HR): APPLY HERE

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