CUSTOMER EXPERIENCE & CRM EXECUTIVE

About Uliza Events

Uliza Events supplies event identification products, including wristbands and related solutions, to clients in Kenya and international markets. We are seeking an experienced, articulate, and highly professional Customer Experience & CRM Executive to manage customer inquiries, convert small orders into sales, coordinate order fulfillment with country agents, and ensure a smooth customer experience from the initial inquiry to final delivery.

The ideal candidate must have experience working in a professional, fast-paced organization handling high volumes of customer calls and inquiries. They must be proficient in CRM systems, ticket creation, professional communication templates, and customer follow-up procedures.

Key Responsibilities

1. Customer Experience & Communication

• Handle incoming and outgoing customer calls, WhatsApp messages, emails, and other inquiries professionally.
  

• Respond promptly using approved communication templates, call scripts, and professional business language.
  

• Provide accurate information on products, pricing, quotations, payment procedures, and delivery timelines.
  

• Handle customer complaints, inquiries, and service requests professionally, escalating complex issues where necessary.
  

• Maintain excellent customer relationships and support repeat business.
  

2. CRM & Ticket Management

• Create, categorize, assign, update, track, and close customer support tickets using the CRM system.
  

• Record all customer interactions, inquiries, complaints, and follow-up activities accurately.
  

• Track unresolved tickets and ensure cases are addressed within the required response and resolution timelines.
  

• Maintain complete customer records and ensure all inquiries and orders have the correct status.
  

• Prepare daily reports on inquiries handled, tickets created, cases resolved, and pending follow-ups.
  

3. Small-Order Sales & Conversion

• Convert customer inquiries into confirmed sales, particularly small orders.
  

• Prepare and share quotations, follow up on pending quotations and invoices, and guide customers through payment.
  

• Address customer questions and objections to improve conversion rates.
  

• Confirm order details, including product type, quantity, specifications, branding requirements, payment status, and delivery arrangements.
  

• Identify opportunities for repeat orders and maintain relationships with existing customers.
  

4. International Order Handover & Agent Coordination

• Transfer confirmed international orders to the appropriate country fulfillment agents.
  

• Ensure agents receive complete and accurate order details, customer contacts, product specifications, quantities, payment status, and delivery requirements.
  

• Update the relevant sales tracking sheets and CRM records with the assigned agent, handover date, and order status.
  

• Follow up with agents to confirm order receipt, preparation, dispatch, and delivery progress.
  

• Coordinate with agents to resolve delays, missing information, delivery challenges, and other fulfillment issues.
  

5. Customer & Order Fulfillment Follow-Up

• Keep customers informed about order progress, expected delivery dates, and any changes or delays.
  

• Follow up with both the customer and the fulfillment agent until the order is successfully concluded.
  

• Confirm delivery or the agreed final outcome with the customer and the agent before closing the order.
  

• Maintain a clear record of outstanding orders, next follow-up dates, responsible agents, and unresolved issues.
  

• Escalate overdue orders and unresolved customer concerns to the Operations team.
  

• Ensure no handed-over order is left without follow-up or a documented status.
  

6. Reporting & Accountability

Submit a brief daily report showing:

• Total inquiries received and handled.
  

• Customer tickets created, resolved, and pending.
  

• Small orders converted into confirmed sales.
  

• Quotations and invoices followed up.
  

• International orders handed over to agents.
  

• Orders successfully fulfilled and closed.
  

• Outstanding orders, delayed cases, and required follow-up actions.
  

Requirements

Minimum Qualifications & Experience

• A bachelor's degree in Business Administration, Customer Experience Management, Communications, Public Relations, Marketing, or a related field.
  

• At least 2 years of relevant experience in customer experience, customer service, call centre operations, or a front-office role.
  

• Previous experience working in a professional, busy organization handling high volumes of calls and customer inquiries.
  

• Practical experience using a CRM tool such as Zoho CRM, Salesforce, HubSpot, Zendesk, Freshdesk, or a similar platform.
  

• Proven practical ability to create, update, track, and close customer support tickets.
  

• Excellent spoken and written English, with clear, eloquent, and professional communication skills.
  

• Experience using professional communication templates, email formats, call scripts, and customer service procedures.
  

• Good computer skills, including email, spreadsheets, and online customer communication tools.
  

• Strong organizational skills and the ability to manage multiple customer inquiries, orders, and follow-ups simultaneously.
  

Preferred Candidate Profile

The ideal candidate should:

• Have worked in an established company with structured customer service procedures and professional communication standards.
  

• Understand ticket prioritization, escalation procedures, response-time targets, and service-level agreements.
  

• Demonstrate experience converting customer inquiries into sales and managing customer complaints.
  

• Be proactive, disciplined, detail-oriented, and accountable for following cases through to completion.
  

• Communicate confidently and professionally with customers, sales teams, operations staff, and external fulfillment agents.
  

• Be comfortable working with daily targets and preparing concise, accurate reports.
  

• Demonstrate initiative and the ability to work independently without constant supervision.
  

Benefits

Compensation & Employment

Salary: KES 30,000 net per month.

The successful candidate will be expected to work within the company's established working hours, policies, procedures, and performance management framework.

How to Apply

Interested candidates should submit their CV highlighting:

• Relevant customer experience or front-office experience.
  

• Previous employers and duration of employment.
  

• CRM systems used and practical ticket-management experience.
  

• Experience handling high volumes of customer calls and inquiries.
  

• Experience converting inquiries into sales and coordinating order fulfillment.
  

Only candidates who meet the minimum education, experience, and CRM requirements will be shortlisted. Shortlisted candidates should be prepared to undertake a practical assessment involving professional communication, CRM ticket creation, customer complaint handling, and order follow-up.

Uliza Events is looking for a professional who can take ownership of customer inquiries, convert opportunities into sales, coordinate fulfillment, and ensure that every customer receives timely and reliable service.