Head, Customer Experience at Wisdom Kwati Smart City

Job Summary

• The Head, Customer Experience oversees the entire customer journey at WKSC, ensuring that every client and prospect receives exceptional service from first inquiry to after-sales support.
• The role focuses on managing inquiries, qualifying leads before handing them to Sales, ensuring smooth documentation follow-up, and maintaining high customer satisfaction.
• The position does not perform Sales or Legal duties but works closely with all departments to ensure a seamless service experience.

Key Duties & Responsibilities
Customer Engagement & Lead Nurturing:

• Receive and manage all inbound enquiries across phone, email, walk-ins, and digital channels.
• Qualify and nurture leads into warm, sales-ready prospects, then pass them to the Sales Team for closing (no selling or contract discussions).
• Maintain accurate logs of enquiries, follow-ups, and lead statuses.
• Provide detailed property information, pricing guidance (as provided by Sales/Admin), and respond to client concerns or basic FAQs.

Customer Experience Management:

• Develop and implement customer experience standards, scripts, and response systems.
• Ensure prompt, courteous, and professional communication with all clients.
• Supervise the Customer Experience team to ensure high performance and consistency.
• Improve customer journey touchpoints, ensuring smooth transitions to Sales, Legal, Finance, and Admin without duplication of roles.

Client Relationship & Support:

• Manage post-enquiry feedback and ensure timely resolution of complaints or service gaps.
• Follow up with clients on document submissions, meeting schedules, and service updates (not payments or contracts).
• Maintain positive long-term relationships with existing clients for referrals and brand reputation.

Reporting & Coordination:

• Prepare weekly and monthly customer service reports, enquiry trends, and conversion metrics.
• Work closely with Sales, Marketing, Legal, and Operations to ensure alignment of customer-related information.
• Recommend improvements in processes, communication, and client satisfaction.

Requirements

• Bachelor’s Degree in Business, Communications, Marketing, or related field.
• 3 - 5 years experience in customer experience, client relations, or front-office management (real estate experience is an advantage).
• Strong communication, team leadership, and interpersonal skills.
• Excellent phone etiquette, client engagement, and conflict-resolution ability.
• Proficiency in CRM tools, MS Office, and customer service systems.
• Ability to work under pressure, handle multiple enquiries, and maintain professionalism at all times.

Key Skills & Competencies:

• Customer-centric mindset
• Lead qualification (non-sales)
• Communication and interpersonal skills
• Complaint management
• Team leadership
• Coordination with cross-functional teams
• Reporting and documentation accuracy.