Customer Experience & Communications Executive

About the role

Uliza Events is looking for a Customer Experience & Communications Executive to act as the first point of contact for customers and prospects across Kenya and international markets. The role involves handling inbound calls, WhatsApp messages, emails and other channels, providing accurate product information, and directing qualified inquiries to the Business Development team.

Key responsibilities

• Receive and professionally handle incoming customer calls.
• Respond to inquiries via phone, WhatsApp, email and other communication channels.
• Provide accurate information about Uliza Events' products and services.
• Capture and maintain records of customer inquiries and leads.
• Follow up to ensure timely responses and handle basic concerns or complaints.
• Escalate issues when necessary and coordinate with Business Development, Operations, Logistics and Customer Success teams.
• Identify potential sales opportunities and hand them over to the appropriate Business Development Executive.
• Prepare basic reports on calls, inquiries, leads and customer issues as required.

Required profile

• Diploma or degree in Customer Service, Business Administration, Communications, Marketing, Sales or a related field.
• 1–3 years of relevant experience in customer service, communications, call handling or sales support.
• Excellent spoken and written English with a confident telephone manner.
• Strong listening, interpersonal and customer‑service orientation.
• Ability to communicate professionally with both Kenyan and international customers.
• Good computer literacy.

Required skills

• WhatsApp
• CRM systems