HEAD, CUSTOMER EXPERIENCE AT WISDOM KWATI SMART CITY

About Company:

Wisdom Kwati Smart City - We are a company dedicated to building sustainable cities by integrating smart technologies in our service delivery, thereby providing our clients with luxurious yet tremendously affordable real estate solutions as well as investment opportunities and property management.

Job Description:

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:

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

Qualifications and Skills:

• 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).

Salary

Application Closing Date: 29th December, 2025

Application Instructions:

Interested and qualified candidates should send their CV to: careers@wisdomkwatismartcity.com using the Job Title as the subject of the email.