Head, Customer Experience at Wisdom Kwati Smart City

Job Summary

The Head of Customer Experience oversees the entire customer journey at Wisdom Kwati Smart City, ensuring that every client and prospect receives exceptional service from first inquiry to after-sales support. The role focuses on managing inquiries, qualifying leads before handing them to Sales, ensuring smooth documentation follow-up, and maintaining high customer satisfaction. This position does not perform Sales or Legal duties but works closely with all departments to ensure a seamless service experience.

Key Duties & Responsibilities

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 all departments to coordinate seamless service delivery