• 0725 000 222
  • property@username.co.ke

Customer Experience & conveyance Executive

Date Create: October 07, 2020 Type: Full-time Apply By: October 21, 2020

Job Description

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, results oriented, passionate, friendly personnel with exceptional customer relations skills to fill in the position of a Customer Experience and Conveyance Executive.

The Customer Experience and Conveyance Executive 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

  • Conduct regular customer service process reviews and audits to ensure gaps and risks are managed, procedures followed and improvements are effected.
  • Liaise with the Sales and Accounts teams to come up with a good CRM system and audit its usage.
  • Handle and/or escalate accordingly the enquiries that come through the customer service contact channels (email/telephone).
  • Obtain customer testimonials.
  • Prepare customer service reports by collecting, analyzing, and summarizing data and trends.
  • Organize for customer service trainings to staff directly engaging the customers on the various and relevant topics on handling clients.
  • Ensuring all relevant communications, records and data are updated and properly stored.
  • Identify customer touch points and develop and implement innovative means to serve customers better throughout the customer lifecycle in conjunction with the other teams.
  • Come up with ways, criteria and metrics to appreciate customers who bring a lot of business to the company.
  • Liaise and communicate with the customers who win gifts, vouchers or raffles from the company.
  • Maintain hard and soft copies of clients’ offer letters.
  • Handle Front office roles in the absence of the Front office Executive when requested by management.
  • Identify and assess customers’ needs to achieve satisfaction.
  • 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.
  • Conduct weekly site visits checks by randomly contacting the clients who attend and generate reports on the same.
  • Handle product recalls (refund requests) and attempt to persuade customers to reconsider cancellation and find out the reasons behind the decision for future improvement.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and prepare incidents reports.
  • Responsible for compiling and generating reports as they relate to customer service surveys.
  • Collect and collate customer feedback and developing actionable changes/improvements.
  • Communicating to the customers when their titles have been processed and are ready for collection.
  • Assist in implementing major customer service projects or initiatives.
  • Ensure all the required signage is present in the completion documents i.e. by the client and the company directors before and after the documents are taken to the lands office.
  • Capture client’s information in the database i.e names, ID, KRA PIN, age, gender etc from transfer documents.
  • Centralized Management of titles in town office. This includes storage, receiving and issuing.
  • Perform other roles as required as part of the customer service team.
  • Handling the title transfer of title process in liaison with key stakeholders in the process.


Key Performance Indicators

  • Ensure overall Customer Satisfaction
  • Monitor overall customer acquisition rate
  • Timely Complaint Escalation rate
  • Product Knowledge
  • Promotion of Customer awareness
  • Accuracy in data entry.
  • Verification of client documents
  • Preparation and sharing of accurate reports



  • A Bachelor’s degree in any related field is required, an additional diploma in law would be an added advantage.
  • 2 to 3 Years’ experience in Customer Service or Client relations roles.
  • 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.

Salary Scale

Kshs. 50,000

How to apply

If you are interested and meet the above requirements kindly submit your application (noting to attach your CV) to recruitment@username.co.ke on or before 21st October 2020 and clearly indicate the position applied for on the subject line. No hard copies will be accepted. Only shortlisted candidates will be contacted

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