CDL was founded in early 2003 by its current Managing Director Lucy Mmari.Within her 14 year tenure in a well established logistics company, She honed her skill in human resources management and thereafter started CDL.

Job Summary:

The Response Handler is responsible for actively managing and responding to all inbound client inquiries across multiple marketing channels. The role focuses on first-contact engagement, lead qualification, structured follow-ups, and accurate CRM management to ensure efficient handover to the sales team and high conversion support.

Key Responsibilities:

Inquiry Management

• Actively and promptly respond to all inbound inquiries across all marketing channels including WhatsApp, website forms, social media platforms, and email.
• Ensure professional, consistent, and brand-aligned communication.

Lead Qualification

• Qualify all inbound leads before assigning them to the sales team.
• Filter out unqualified leads to improve sales efficiency.

Lead Nurturing & Follow-Ups

• Send structured and timely follow-up messages to unresponsive and warm leads.
• Maintain regular engagement to nurture leads until conversion or disqualification.

CRM Management

• Upload all qualified leads into the CRM system in a timely and accurate manner.
• Maintain complete and updated lead records and statuses.

Post-Handover Follow-Ups & Reporting

• Follow up on leads handed over to the sales team to track response and engagement.
• Collect and report data on response rates, follow-up effectiveness, and lead quality.

Key Skills & Competencies:

• Strong written and verbal communication skills
• Attention to detail and accuracy
• Ability to manage multiple communication channels
• Basic understanding of sales funnels and CRM systems
• Proactive, professional, and client-focused mindset

Performance Metrics (KPIs):

• Response time to inquiries
• Lead qualification accuracy
• CRM data completeness
• Follow-up consistency
• Lead response and engagement rates

Requirements

• Strong written and verbal communication skills
• Attention to detail and accuracy
• Ability to manage multiple communication channels
• Basic understanding of sales funnels and CRM systems
• Proactive, professional, and client-focused mindset

• Actively and promptly respond to all inbound inquiries across all marketing channels including WhatsApp, website forms, social media platforms, and email.
• Ensure professional, consistent, and brand-aligned communication.
• Qualify all inbound leads before assigning them to the sales team.
• Filter out unqualified leads to improve sales efficiency.
• Send structured and timely follow-up messages to unresponsive and warm leads.
• Maintain regular engagement to nurture leads until conversion or disqualification.
• Upload all qualified leads into the CRM system in a timely and accurate manner.
• Maintain complete and updated lead records and statuses.
• Follow up on leads handed over to the sales team to track response and engagement.
• Collect and report data on response rates, follow-up effectiveness, and lead quality.

• Strong written and verbal communication skills
• Attention to detail and accuracy
• Ability to manage multiple communication channels
• Basic understanding of sales funnels and CRM systems
• Proactive, professional, and client-focused mindset

• Strong written and verbal communication skills
• Attention to detail and accuracy
• Ability to manage multiple communication channels
• Basic understanding of sales funnels and CRM systems
• Proactive, professional, and client-focused mindset