Digital Customer Experience Officer

About the role

We are looking for a Digital Customer Experience Officer to manage tenant communications and ensure smooth property operations for our portfolio in Nairobi. The role blends customer service with property management, leveraging digital tools to deliver high-quality experiences.

Key responsibilities

• Handle tenant inquiries, resolve issues promptly, and maintain high CSAT scores.
• Achieve 100 % rent and utility collections by the 27th of each month.
• Monitor arrears, coordinate disconnections when necessary, and follow up on outstanding payments.
• Log, assign, and track all tickets using Zoho CRM.
• Coordinate move‑ins and move‑outs, ensuring seamless transitions.
• Monitor property operations remotely, escalating critical issues to the relevant teams.
• Prepare accurate daily and weekly performance reports.

Required profile

• Diploma or degree in Business, Human Resources or a related field.
• At least one month of experience in customer care or property management.
• Strong communication and conflict‑resolution abilities.
• Highly organized, accountable and able to work independently.

Required skills

• Proficiency with CRM systems, preferably Zoho CRM.

What we offer

• Competitive gross salary of KES 40,000 per month.
• Opportunity to work in a dynamic real‑estate environment.
• Clear performance KPIs with focus on collections and customer satisfaction.