5 Crm Manager jobs in Kenya

• Respond to customer inquiries via email, chat, and social media platforms in a timely and professional manner.
• Provide accurate information regarding products, services, and company policies.
• Resolve customer issues and complaints effectively, escalating complex cases when necessary.
• Build and maintain strong customer relationships through proactive engagement.
• Identify opportunities to upsell or cross-sell relevant products and services.
• Contribute to customer service training materials and knowledge base articles.
• Analyze customer feedback and provide insights to improve service delivery.
• Maintain detailed records of customer interactions and transactions.
• Collaborate with sales and marketing teams to ensure a cohesive customer experience.
• Stay up-to-date with product knowledge and industry best practices.

• Proven experience in customer service, client relations, or a similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in CRM software and digital communication tools.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent; Bachelor's degree preferred.
• Experience in the retail sector is a plus.

• Responding to customer inquiries and requests promptly and professionally.
• Resolving customer issues and complaints in a satisfactory manner.
• Providing product and service information to customers.
• Processing orders, forms, applications, and requests.
• Identifying and escalating priority issues.
• Documenting customer interactions and transactions.
• Gathering customer feedback and sharing insights with the team.
• Collaborating with internal departments to ensure customer satisfaction.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven customer support or experience as a client service representative.
• Excellent communication, listening, and problem-solving skills.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• Familiarity with CRM systems and customer service software.
• Proficiency in Microsoft Office Suite.
• A dedicated workspace with reliable internet connectivity is required.

• Respond to customer inquiries via multiple channels (email, phone, chat) promptly and professionally.
• Provide detailed product information and technical support.
• Troubleshoot customer issues and offer effective solutions.
• Manage customer accounts and update records accurately.
• Process orders, returns, and exchanges.
• Gather customer feedback and report common issues to management.
• Collaborate with internal teams to resolve customer problems.
• Adhere to company policies and procedures.

• High school diploma or equivalent; a degree in a related field is a plus.
• Proven experience in customer service or a similar role.
• Excellent verbal and written communication skills in Swahili and English.
• Strong active listening and problem-solving skills.
• Ability to multitask and manage time effectively in a remote setting.
• Familiarity with CRM systems and customer support software.
• Self-motivated and able to work independently with minimal supervision.

Post Sale Visit

Collaborate with Call center agents & Adoption coordinator to pre plan 1st after sale customer visit

Ensure proper pre onboarding exercise including ( company's connect app tutorial, Stove lighting)

Execute after sale user visit as scheduled and assigned by the Adoption coordinator to effectively onboard the customer and provide (Product knowledge , Credit obligation , how to order? fuel and Sync)

Company User - Product check list. Adoption agents will be responsible for a Pre onboarding check list to assess customer readiness to use the one stove and with any knowledge gaps

Post Onboarding visit

Own the customer syncing and fuel re ordering - follow up by checking on customer product usage assess customer fuel needs and support with syncing and fueling

Credit journey - Support consumer finance , call center with customer weekly payments - prompt follow up - leave flyer / Credit journey card (calendar) to ensure payment dates are well understood

Soft touch maintenance - upskill customer on all soft touch one preventative maintenance - Fan clog , stove cooling , how to charge battery

Customer feedback - customer satisfaction  scoring - product & support

Customer Self Service

Support or coordinate customer - self service (syncing , fueling , payment) prior to handing over to Call center and Consumer finance

Any other tasks assigned deemed necessary by management.

Diploma or Bachelor’s in Business, Marketing, or related field 

Minimum 1 year of sales experience (preferably in telecom, energy, FMCG, or consumer goods)

Proven communication, negotiation, and relationship-building skills

Self-motivated with a strong target-driven mindset

Comfortable working in the field and traveling to either Mombasa, Kilifi or Kwale 

Excellent negotiation, conflict resolution, and problem-solving skills.

Fluent in English & Kiswahili; knowledge of local dialects is a plus