Customer Experience Officer (CEO)
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Job summary
seeking a Customer Experience Officer (CEO) to serve as the frontline ambassador for our properties. This high-impact role focuses on delivering an exceptional resident experience while ensuring financial accountability. Based in the Nairobi-Kiambu hub,you will blend resident-facing engagement, operational coordination, and collections management
Min Qualification:
Diploma
Experience Level:
Mid level
Experience Length:
3 years
Job descriptions & requirements
Key Responsibilities
- Collections: Achieve 100% monthly collections with zero arrears beyond the 27th. Execute the monthly reminder cycle and coordinate utility disconnections/access restrictions for non-payment between the 10th and 15th.
- Resident Experience: Respond to resident concerns within 30 minutes. Manage the ticketing workflow (12-hour resolution for soft issues; 72-hour for complex issues).
- Retention: Track "Notice to Vacate" trends and engage exiting residents to understand departure reasons and improve future retention.
- Operations: Validate daily site status reports (cleanliness, utilities, security) and manage the 100% accurate onboarding/offboarding of residents in the CRM.
- Communication: Issue notices for planned maintenance 48 hours in advance and communicate unplanned disruptions within 10 minutes.
Key Performance Indicators (KPIs)
- Collections: Weekly milestones (86% → 91% → 96% → 100% by the 27th).
- Financials: Zero outstanding arrears beyond the 27th.
- Satisfaction: Maintain a CSAT Score of 4.5/5.0 or higher.
- Efficiency: 95% or higher on-time resolution for all resident tickets.
Qualifications & Requirements
- Education: Bachelor’s Degree or Diploma in Customer Relations, Hospitality, or Business Administration.
- Experience: 3+ years in high-pressure customer service, hospitality, or property management.
- Skills: Strong negotiation and debt collection ability, proficiency in CRM systems, and exceptional communication in English and Kiswahili.
- Attributes: A proactive "hunter" mindset for collections combined with an empathetic, service-oriented approach.
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