Customer Experience Intern

Job Title

Customer Experience Intern


Username is a leading real estate company based in Nairobi. The company seeks to recruit Self-Driven and Enthusiastic Customer Experience Intern.

Job Description

Username Investment Limited is a leading Kenyan based real-estate development and Investment Company. At Username, we desire to provide the current and upcoming generations with a place they can call home.

We are seeking to recruit experienced, self-driven, results oriented, passionate, friendly personnel with exceptional organization skills to fill in the position of a Customer Experience Intern.

The Customer Experience Intern will provide a valuable link between Username and its customers in reference to the various products and services offered by the company.

Principle Duties and Responsibilities

  1. Develop service procedures, policies, Service Level Agreements (SLAs) and standards.
  2. Ensure Compliance of the SLAs.
  3. Liaise with the Sales and Accounts teams to come up with a good CRM system and audit its usage.
  4. Drive the post sales activities and ensure compliance of the payment policy.
  5. Analyze statistics and compile accurate reports on bookings and payments.
  6. Identify gaps in the company’s processes that affect the customer and give ways on how to close the gaps.
  7. Organize for customer service trainings to staff directly engaging the customers on the various and relevant topics on handling clients.
  8. Check on quality of service offered to the customers by randomly contacting the clients engaged by the sales team and getting their feedback as well as compiling the quality reports.
  9. Check whether professional etiquette is applied in all written correspondences with the customers.
  10. Handle product recalls (refund requests) and attempt to persuade customer to reconsider cancellation and find out the reasons behind the decision for future improvement.
  11. Come up with ways, criteria and metrics to appreciate customers who bring a lot of business to the company.
  12. Handling and addressing customer complaints.
  13. Responsible for compiling and generating reports as they relate to customer service surveys.
  14. Handling and/or escalating accordingly the enquiries that come through the customer service contact channels (email/telephone).
  15. Communicating to the customers when their titles have been processed and are ready for collection.
  16. Liaise and communicate with the customers who win gifts, vouchers or raffles from the company.
  17. Advising the management on the best ways to offer excellent and first class customer service which will translate to a good brand in the market.
  18. Obtain customer testimonials.
  19. Monitor and report on activities and provide management feedback information on new relationships in order to meet the business objectives.
  20. Compile reports on overall customer satisfaction.

Requirements for the Customer Experience Intern Job

  • Bachelor’s degree in any related field is required.
  • Experience in Customer Service or Client relations roles an added advantage.
  • Demonstrated ability to manage multiple tasks and compile customer service reports.
  • Strong analytical, communication and interpersonal skills.
  • Highly driven with enthusiasm to maintain exceptional customer service and to cope with irate clients.
  • Proficiency in computer skills MS Word, Excel, Outlook, Access and CRM database.
  • Good attention to detail, organized, efficient and decisive.
  • High degree of accuracy when handling customer details.
  • Ability to work independently and as part of a team.


  • This role reports to the Customer Experience Team Leader
  • This role has no direct reports.
  • This role has other key relationships: Finance and Sales.

How to Apply
Send your CV/resume for consideration and shortlisting to This email address is being protected from spambots. You need JavaScript enabled to view it. or apply through brightermonday so as to reach us on or before Thursday 18th Jan 2018.

Brightermonday Link: Customer Experience Intern

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