CUSTOMER EXPERIENCE & COMMUNICATIONS EXECUTIVE
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Job Summary
About Uliza Events
Uliza Events is an events solutions company providing event identification products wristbands calling systems event merchandise and related solutions to clients in Kenya and international markets.
We are looking for a highly eloquent confident professional and customer-focused Customer Experience & Communications Executive to become the first point of contact for our customers and prospects.
The Role
The Customer Experience & Communications Executive will be responsible for receiving and professionally handling incoming calls and customer inquiries for both our Kenya and international markets.
The ideal candidate should have excellent spoken and written English a professional telephone manner strong listening skills and the ability to understand customer needs and direct inquiries to the appropriate team.
Requirements
Key Responsibilities
- Receive and professionally handle incoming customer calls.
- Respond to customer inquiries through phone WhatsApp email and other communication channels.
- Provide accurate information about Uliza Events products and services.
- Understand customer requirements and appropriately direct qualified inquiries to the Business Development team.
- Capture and maintain accurate records of customer inquiries and leads.
- Follow up on inquiries to ensure customers receive timely responses.
- Handle basic customer concerns and complaints professionally and escalate issues where necessary.
- Coordinate with Business Development Operations Logistics and Customer Success teams to ensure customers receive the required assistance.
- Support customers across both Kenya and international markets.
- Ensure all customer inquiries are responded to promptly.
- Identify potential sales opportunities and ensure they are properly handed over to the relevant Business Development Executive.
- Maintain a professional and positive image of Uliza Events in all customer interactions.
- Prepare basic reports on calls inquiries leads and customer issues as required.
Requirements
- Diploma or degree in Customer Service Business Administration Communications Marketing Sales or a related field.
- 13 years of relevant work experience in customer service customer experience communications call handling sales support or a similar role.
- Excellent spoken and written English.
- Must be highly eloquent and confident when speaking on the phone.
- Excellent listening and interpersonal skills.
- Strong customer-service orientation.
- Ability to communicate professionally with both Kenyan and international customers.
- Good computer skills and familiarity with WhatsApp email and CRM systems.
- Strong organisational and follow-up skills.
- Ability to multitask and handle multiple customer inquiries efficiently.
- Ability to remain calm and professional when dealing with difficult customers.
- Strong attention to detail and good record-keeping skills.
The Ideal Candidate
The successful candidate should:
- Speak clear fluent and professional English.
- Be confident and comfortable speaking to customers over the phone.
- Have a warm friendly and professional personality.
- Be an excellent listener.
- Be able to quickly understand customer needs.
- Be proactive and self-driven.
- Have excellent follow-up skills.
- Be comfortable communicating with customers from different countries and backgrounds.
- Represent Uliza Events professionally at all times.
- Be willing to learn and grow with the company.
Benefits
Salary & Probation
The successful candidate will receive a net salary of KES 18000 per month during the first three months.
The first three months will serve as the candidates probation period. Performance will be assessed based on communication customer handling responsiveness follow-up accuracy professionalism and achievement of assigned KPIs.
A salary review will be conducted upon successful completion of the three-month probation period. Any salary adjustment will be based on the candidates performance demonstrated capability and overall suitability for the role.
One-Week Practical Assessment
Shortlisted candidates will be required to undertake a one-week practical assessment before final appointment.
The assessment will evaluate:
- Telephone communication and etiquette.
- Eloquence and clarity of speech.
- Ability to handle customer inquiries.
- Customer service skills.
- Ability to understand and respond to customer needs.
- Follow-up and communication skills.
- Professionalism and reliability.
- Ability to work with the Uliza Events team.
How to Apply
Interested candidates should send the following documents to :
- Updated CV
- Cover Letter
- Recommendation Letter
Please use the subject line:
APPLICATION CUSTOMER EXPERIENCE & COMMUNICATIONS EXECUTIVE
Only shortlisted candidates will be contacted.
Required Skills:
Requirements Diploma or Degree in Business Sales & Marketing Communication or a related field. At least 12 years experience in sales customer service or account management. Strong communication and negotiation skills. Ability to handle customer inquiries professionally through WhatsApp and social media. Basic computer skills and ability to use CRM systems. Good organization and time management skills. Experience in events printing branding or B2B sales is an added advantage. Personal Attributes Self-motivated and target-driven. Strong customer service orientation. Professional and responsible. Ability to work both independently and within a team
