Customer Relationship Executive at Securex

  • Full Time
  • Nairobi


Job Summary

The Customer Relationship Executive will be responsible for developing positive customer experience, fostering strong customer relationships, and supporting brand loyalty. He/she is responsible for engaging with key customers to ensure they are satisfied with the company’s solutions and improve on areas of dissatisfaction.

Duties and Responsibilities

  • Serve as the main point of contact in all matters related to client concerns and needs.
  • Handling inquiries and requests from customers and addressing their needs.
  • Building and strengthening client relationships to achieve long-term partnerships.
  • Maintaining and updating accurate client records, keeping track of any contract updates, service contracts, and renewals.
  • Stay on top of accounts, making sure they receive services that are within their budget and meet their needs.
  • Proactively identify route cause of clients’ complaints and resolve them in collaboration with involved departments to reduce repeat complaints.
  • Identify service gaps and advise the client and management accordingly with resolutions.
  • Offer support to the collections team regarding client accounts and all outstanding bills
  • Work with operations, technical, sales, and other internal teams to develop strategic marketing plans ensure client KPIs are being met, and resolve any service-related concerns.
  • Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients and communicate the opportunities to the sales team regularly.
  • Meet regularly with other team members to discuss progress and find new ways to improve business.
  • Create and present reports and business reviews to clients and internal stakeholders including but not limited to status reports, meeting agendas, minutes, and action logs.
  • Cross-selling and upselling of the company and showcasing the company’s products to potential and current clients.

Minimum Requirements and Competencies

  • 2 to 3 years job related experience especially in customer service, sales fields
  • First degree in business administration or related field
  • Proficiency with common customer success and customer relationship management software, such as FreshSales, Odoo, Salesforce, and Zoho.
  • Professional certifications (ex: from Strategic Account Management Association).
  • Able to be effective on the phone and in person with internal and external customers
  • Strong written and verbal communication skills.

Method of Application

 Interested candidates should send their comprehensive CV and cover letter to indicating on the email subject the position they are applying for by 10th November 2023. Kindly note that only shortlisted candidates will be contacted.

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