Customer Experience & Communications Executive

About Uliza Events

Uliza Events specializes in delivering comprehensive event solutions including event identification products, wristbands, calling systems, event merchandise, and related services to clients in Kenya as well as international markets.

Role Overview

We are seeking a highly articulate, confident, and customer-oriented Customer Experience & Communications Executive to act as the frontline contact for our customers and prospective clients. The role involves managing incoming communications and inquiries professionally and efficiently.

Key Responsibilities

• Answer and professionally manage incoming customer calls.
• Address customer queries through phone, WhatsApp, email, and other communication platforms.
• Deliver precise information regarding Uliza Events' products and services.
• Identify customer needs and appropriately direct qualified inquiries to the Business Development team.
• Maintain meticulous records of customer inquiries and potential leads.
• Conduct timely follow-ups to ensure customer satisfaction and response efficiency.
• Manage basic customer issues and complaints, escalating complex matters when necessary.
• Collaborate across departments including Business Development, Operations, Logistics, and Customer Success to support customer needs.
• Assist customers both in Kenya and internationally, ensuring prompt responses to all inquiries.
• Spot potential sales leads and ensure proper handover to the relevant executives.
• Maintain a professional and positive representation of Uliza Events during all customer interactions.
• Compile routine reports on calls, inquiries, leads, and customer concerns as needed.

Candidate Requirements

• Diploma or degree in Customer Service, Business Administration, Communications, Marketing, Sales, or related fields.
• Between 1 and 3 years of experience in customer service, communications, call handling, or sales support roles.
• Exceptional spoken and written proficiency in English.
• Confident and clear telephone communication skills.
• Superior listening and interpersonal abilities.
• Strong orientation towards customer service excellence.
• Ability to communicate effectively with both Kenyan and international clients.
• Proficiency with computers and familiarity with WhatsApp, email, and CRM platforms.
• Excellent organizational and follow-up capabilities.
• Capacity to efficiently manage multiple customer queries simultaneously.
• Remain composed and professional when addressing challenging customer interactions.
• Detail-focused and adept at maintaining accurate records.

Ideal Candidate Attributes

• Fluent, clear, and professional English speaker.
• Comfortable engaging with customers over the phone.
• Warm, approachable, and professional demeanor.
• Exceptional listening skills enabling quick understanding of customer needs.
• Self-motivated and proactive in approach.
• Demonstrated excellence in follow-up tasks.
• Comfortable interacting with diverse clients from varying cultural backgrounds.
• Maintains professional conduct representing Uliza Events at all times.
• Eager to learn and advance within the company.

Compensation & Probation

Successful candidates will be paid a net salary of 18,000 Kenyan Shillings monthly for the initial three-month probation period. Performance during probation will be evaluated based on communication skills, customer handling, responsiveness, follow-up effectiveness, accuracy, professionalism, and KPI achievement. Salary revision will be considered post-probation according to performance and suitability.

Assessment Details

Shortlisted applicants must complete a one-week practical evaluation before final appointment. This will assess telephone etiquette, clarity of speech, ability to address customer inquiries, service skills, understanding of customer needs, communication and follow-up abilities, professionalism, reliability, and teamwork.

Application Procedure

Candidates should submit an updated CV, a cover letter, and a recommendation letter via email to [email protected] with the subject line "APPLICATION – CUSTOMER EXPERIENCE & COMMUNICATIONS EXECUTIVE". Only selected candidates will be contacted.