Customer Experience Associate

Eco Create & Innovate (ECANDI) is a sustainability-driven manufacturing and design company transforming waste into high-quality products and spaces. Through innovative solutions such as EcoTops, recycled glass tiles, bespoke furniture, sustainable products, and custom fabrication, we are redefining sustainable design in Kenya.

As our business grows, we are looking for an enthusiastic and customer-focused Customer Experience Associate to become the face of ECANDI Studio. This role is responsible for delivering exceptional customer experiences, generating sales opportunities, supporting project coordination, and helping grow the ECANDI brand across both physical and digital channels.

Position Summary

The Customer Experience Associate serves as the first point of contact for customers and plays a key role in converting enquiries into successful projects and sales.

This role combines customer service, showroom management, business development, and sales coordination. The successful candidate will support customers throughout their journey — from the first enquiry to project completion — while ensuring every interaction reflects ECANDI's commitment to sustainability, innovation, and exceptional service.

Key Responsibilities

Customer Experience

• Welcome and assist customers visiting ECANDI Studio.

• Deliver an engaging and memorable showroom experience.

• Educate customers about ECANDI's products, services, and sustainability mission.

• Build lasting relationships that encourage repeat business and referrals.

• Resolve customer enquiries professionally and promptly.

Sales & Business Development

• Respond to enquiries received through walk-ins, phone, email, WhatsApp, and other digital platforms.

• Identify customer needs and recommend appropriate products and solutions.

• Generate quotations and proposals in collaboration with the Production & Workshop Lead and Founder.

• Actively follow up on quotations and sales opportunities.

• Develop new business opportunities through networking, referrals, and partnerships.

• Support achievement of monthly sales targets.

• Maintain accurate customer records and sales pipeline.

Studio Operations

• Manage day-to-day showroom operations.

• Ensure the showroom remains clean, organised, and visually appealing.

• Process retail sales and customer orders.

• Manage inventory for showroom products.

• Coordinate deliveries and customer collections where required.

• Support stock replenishment and inventory management.

Marketing & Customer Engagement

• Coordinate with the Digital & Content Marketing Associate to support marketing campaigns and promotional activities.

• Identify opportunities for customer testimonials, project stories, and behind-the-scenes content.

• Assist during exhibitions, events, workshops, and product launches.

• Collect customer feedback and market insights to support product and service improvements.

Project Coordination

• Schedule customer consultations and site visits.

• Coordinate communication between customers and the Production & Workshop Lead.

• Keep customers informed on project progress.

• Support project documentation and follow-up after installation.

Administration

• Maintain accurate customer and sales records.

• Prepare daily and weekly sales reports.

• Support administrative tasks related to customer service and sales.

• Perform any other duties assigned in support of ECANDI's operations.

Qualifications & Experience

We are looking for someone who enjoys working with people, solving problems, and creating memorable customer experiences.

• Diploma or Degree in Business Administration, Marketing, Sales, Customer Service, Hospitality, Interior Design, Communications, or a related field.

• Minimum of 2 years experience in customer service, retail, sales, hospitality, or business development.

Skills:

• Strong interpersonal and relationship-building skills.

• Excellent written and verbal communication.

• Ability to prepare quotations, process sales, and follow up on customer enquiries.

• Good organisational and time management skills.

• Strong computer skills, including Microsoft Office and Google Workspace.

• Experience using POS systems or CRM software is an added advantage.

Key Competencies

• Customer-centric mindset

• Sales and negotiation skills

• Relationship management

• Business development

• Communication

• Problem solving

• Initiative

• Organisation

• Attention to detail

• Teamwork

• Professionalism

Performance Indicators (KPIs)

Success in this role will be measured through:

• Customer satisfaction ratings.

• Sales revenue achieved.

• Number of qualified leads generated.

• Quotation conversion rate.

• Response time to customer enquiries.

• Repeat customers and referrals.

• Showroom presentation standards.

• Accuracy of customer records and reporting.

What We Offer

• Competitive salary with sales commission and performance-based incentives.

• Opportunity to grow within a purpose-driven and innovative company.

• Exposure to exciting projects in sustainable manufacturing and design.

• Ongoing training and professional development.

• Employee discounts on selected ECANDI products.

• A collaborative and environmentally conscious workplace.