Customer Success Representative – Interior Design & Construction
Members only
Nairobi, Kenya
KES 50,000 – 60,000/mo
On-siteFull-timeMid-levelPosted today
What you bring
Communication & Language
Exceptional communication skills – Able to communicate confidently and professionally with homeowners, developers, consultants, contractors, fundis and internal teams.
Excellent English and Kiswahili – Strong spoken and written communication in both languages is required.
Organization & Problem-Solving
Strong organization and follow-through – Able to manage multiple clients, deadlines, meetings, approvals and outstanding actions without losing track of commitments.
Exceptional problem-solving ability – We need someone who does not merely forward problems. You should be able to understand an issue, establish the facts, coordinate the appropriate people and actively drive it toward resolution.
Composure under pressure – Construction and renovation projects can involve delays, changes, complaints and unexpected site conditions. You must remain professional, objective and solution-oriented.
Proactive communication – Clients should not consistently have to chase the company for information. You should anticipate the information they require and communicate early.
Strong ownership mentality – Once an issue enters your responsibility, you should follow it through to closure rather than assuming that forwarding it to another department completes your responsibility.
Good judgement and emotional intelligence – Ability to distinguish between matters you can resolve, matters requiring technical input and matters that should be escalated to management.
Commercial awareness – Understand that excellent customer experience should contribute to client retention, referrals, repeat business, additional sales and protection of the company's reputation.
Qualifications
BA/BSc/HND or Diploma qualification.
3 – 10 years of experience.
Industry Knowledge
Previous experience in interior design, construction, renovations, fit-outs, property development, architecture, cabinetry or a related built-environment business will be strongly preferred.
The ideal candidate should understand, or be capable of quickly understanding, concepts such as: site measurements, design approvals, BOQs, material selections, variations, project schedules, procurement, installation, snagging, practical completion and handover.
You do not need to be the technical designer or Project Manager, but you must understand projects well enough to communicate intelligently with both clients and technical teams.
Personal Attributes
Mature, confident and presentable.
Highly organized and proactive.
Calm under pressure and accountable.
Persuasive, detail-oriented and sales-driven.
Collaborative and solution-oriented.
Must be a genuine team player capable of coordinating different departments without creating unnecessary conflict or confusion.
Must be willing and able to travel to project sites as required.
GK
This is a preview of the role
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