Customer Experience & CRM Executive

About the role

Uliza Events supplies event identification products, including wristbands, to clients in Kenya and international markets. It is looking for an experienced, articulate and professional Customer Experience & CRM Executive to handle customer inquiries, turn small orders into sales, coordinate order fulfillment with country agents and ensure a smooth experience from first contact to delivery. The role suits someone used to a fast-paced environment with high volumes of calls and inquiries.

Key responsibilities

• Handle incoming and outgoing calls, WhatsApp messages, emails and other inquiries using approved templates, scripts and professional language, and deal with complaints and service requests.
• Create, track and close customer support tickets in the CRM, record interactions, prepare daily reports and follow up on unresolved cases.
• Convert inquiries into sales, prepare quotations, follow up on pending ones and invoices, and confirm order details.
• Hand confirmed international orders to country fulfillment agents, update tracking sheets and CRM, and follow up on receipt, dispatch and delivery.
• Keep customers informed of order progress and escalate overdue orders to the Operations team.
• Submit daily reports on inquiries, tickets, conversions, quotations, international orders and outstanding cases.

Required profile

• Bachelor's degree in Business Administration, Customer Experience Management, Communications, Public Relations, Marketing or a related field.
• At least 2 years of experience in customer experience, customer service, call centre operations or a front-office role.
• Experience in a busy organization handling many calls and inquiries, and proven ability to turn inquiries into sales.
• Excellent spoken and written English and good computer skills.
• Preferred: experience in an established company with structured procedures, understanding of ticket prioritization, escalation and SLAs, and comfort with daily targets and reporting.

Required skills

• Practical experience with a CRM tool such as Zoho CRM, Salesforce, HubSpot, Zendesk or Freshdesk.
• Creating, updating, tracking and closing customer support tickets.
• Use of communication templates, email formats, call scripts and customer service procedures.

What we offer

• Salary of KES 30,000 net per month.

To apply, send a CV highlighting relevant experience, previous employers, CRM systems used and ticket-handling experience. Only candidates meeting the minimum requirements will be shortlisted, then asked to take part in a practical assessment covering communication, ticket creation, complaint handling and order follow-up.