Customer Relations Officer

Job Title: Customer Relations Officer (CRO)

Reports to: Head of Sales / Operations Manager

Gross Salary: KES 30000

Type: Full-time

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

1. 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).

2. 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).

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

Application Process:

Interested candidates are encouraged to apply by sending their updated CV through our Career Page.

Application Deadline: 1st September 2025

Only shortlisted candidates will be contacted.