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.

• 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.

• Strong negotiation and debt collection ability
• Proficiency in CRM systems
• Exceptional communication in English and Kiswahili

• Bachelor’s Degree or Diploma in Customer Relations, Hospitality, or Business Administration.
• 3+ years in high-pressure customer service, hospitality, or property management.
• A proactive "hunter" mindset for collections combined with an empathetic, service-oriented approach.