TERMS OF REFERENCE (TOR) CUSTOMER RELATIONS, SALES & OPERATIONS COORDINATOR

1. Position Information

Job Title: Customer Relations, Sales & Operations Coordinator
Company: Klinsit Sofa Cleaners
Location: Nairobi, Kenya
Reporting To: Management
Employment Type: Contract basis

2. Purpose of the Position

The Customer Relations, Sales & Operations Coordinator will be a central member of Klinsit Sofa Cleaners and will serve as the primary point of contact between the company and its customers.

The successful candidate will be responsible for receiving and responding to customer enquiries, converting enquiries into confirmed bookings, coordinating cleaning teams, supporting daily operations, maintaining excellent customer relationships, and ensuring every customer receives prompt, professional and accurate communication.

This position is directly linked to the company’s sales, customer satisfaction, operational efficiency and business growth. The person appointed must therefore be highly responsive, commercially minded, organised, confident and capable of representing Klinsit professionally at all times.

3. Key Responsibilities

A. Customer Relations and Communication

The Customer Relations Coordinator shall:

• Receive and professionally respond to customer enquiries through telephone calls, WhatsApp, social media, website enquiries and other company communication channels.
• Respond to customer enquiries promptly and accurately.
• Communicate fluently and professionally in both English and Kiswahili.
• Explain Klinsit’s services, cleaning processes, pricing, availability and service areas clearly to customers.
• Handle customer questions, concerns and complaints professionally and courteously.
• Follow up with customers before and after service delivery.
• Maintain a positive relationship with existing customers and encourage repeat business.
• Ensure customers receive regular updates where there are changes in schedules, delays or operational arrangements.

B. Sales and Lead Conversion

The officer will be responsible for turning customer enquiries into confirmed business.

Key responsibilities include:

• Actively engage every qualified enquiry with the objective of converting it into a confirmed booking.
• Understand the customer’s cleaning requirements and recommend the appropriate Klinsit service.
• Provide quotations and pricing information accurately.
• Follow up on customers who enquire but do not immediately confirm.
• Maintain records of enquiries, bookings, follow-ups and conversions.
• Identify opportunities to upsell or cross-sell additional Klinsit services.
• Contact previous customers where appropriate to encourage repeat cleaning services.
• Support company promotions, campaigns and customer acquisition initiatives.
• Work towards agreed weekly and monthly sales and booking targets.
• Identify common reasons why customers fail to book and report these to management.
• Provide feedback on customer preferences, competitor pricing and emerging market opportunities.

4. Operations Coordination

The Customer Relations Coordinator will also support the daily running of Klinsit’s field operations.

Responsibilities include:

• Schedule and allocate confirmed customers to the appropriate cleaning teams.
• Maintain an accurate daily booking schedule.
• Confirm customer locations, directions, contacts, service requirements and appointment times before dispatching teams.
• Ensure cleaning teams receive accurate customer and job information.
• Monitor teams throughout the working day and maintain communication where necessary.
• Coordinate morning and afternoon assignments efficiently.
• Reallocate teams when cancellations or operational changes occur.
• Ensure teams arrive at customer locations on time.
• Communicate with customers immediately where delays or changes occur.
• Track completion of assigned jobs.
• Escalate operational challenges to management promptly.
• Assist management in ensuring available teams are used efficiently without unnecessarily overloading particular teams.

5. Knowledge of Nairobi and Kiambu

Because Klinsit provides mobile cleaning services, the successful candidate must have strong geographical knowledge of Nairobi and Kiambu Counties.

The candidate should:

• Understand major estates, neighbourhoods, towns and residential areas within Nairobi and Kiambu.
• Be able to estimate reasonable travel arrangements between customer locations.
• Understand major roads, landmarks and common access routes.
• Be able to assist cleaning teams with customer location information.
• Consider distance and location when scheduling teams and appointments.

Clear familiarity with areas such as Nairobi CBD, Westlands, Kilimani, Kileleshwa, Lavington, Karen, Lang’ata, South B, South C, Embakasi, Donholm, Ruaka, Runda, Gigiri, Thika Road, Kasarani, Roysambu, Kiambu, Kikuyu, Ruiru, Juja, Thika and surrounding areas will be an advantage.

6. Administrative and Computer Responsibilities

The successful candidate must be computer literate and comfortable working with digital systems.

Responsibilities include:

• Maintain accurate customer and booking records.
• Use Microsoft Excel or Google Sheets for tracking enquiries, bookings, customers and operations.
• Use WhatsApp Business and other digital communication tools professionally.
• Prepare basic sales and operational reports.
• Maintain customer databases.
• Update schedules and booking trackers.
• Prepare quotations or other customer documents where required.
• Use Google Maps or similar navigation platforms to verify customer locations.
• Maintain organised digital records of customer interactions.

7. Customer Complaint Management

The officer will:

• Receive complaints calmly and professionally.
• Gather complete information concerning the customer’s concern.
• Attempt to resolve straightforward issues promptly.
• Escalate serious complaints to management.
• Coordinate corrective action where a cleaning team needs to return to a customer’s premises.
• Follow up with the customer after resolution.
• Maintain records of complaints and their resolution.
• Identify recurring service issues and report them to management.

8. Required Qualifications and Skills

The ideal candidate should possess:

• Bachelor’s degree in Sales, Marketing, Business Administration, Communication, Customer Service, Hospitality, Public Relations or a related field.
• Excellent spoken and written English and Kiswahili
• Strong sales and customer-conversion ability.
• Excellent interpersonal and communication skills.
• Strong telephone and WhatsApp communication etiquette.
• Good negotiation and persuasion skills.
• Strong organisational and scheduling skills.
• Good knowledge of Nairobi and Kiambu.
• Computer literacy, particularly Microsoft Office, Google Workspace and online communication platforms.
• Ability to work quickly without compromising accuracy.
• Ability to multitask in a fast-moving environment.
• Ability to work under pressure while remaining professional.
• Strong problem-solving ability.
• High level of personal discipline, integrity and accountability.
• Ability to work with limited supervision.

9. Desired Personal Attributes

Klinsit is looking for a person who is:

• Fast and responsive
• Confident and articulate
• Friendly but professional
• Persuasive and sales-oriented
• Highly organised
• Proactive
• Reliable
• Patient with customers
• Solution-oriented
• Detail-oriented
• Able to take responsibility
• Comfortable making decisions
• Target-driven
• Presentable and professional
• Able to communicate comfortably with customers from different backgrounds

The candidate must understand that every enquiry represents a potential Klinsit customer and should therefore be handled with urgency, professionalism and a clear intention to convert the enquiry into business.

10. Key Performance Indicators (KPIs)

Performance will be assessed using indicators including:

1. Enquiry response time
   • Speed at which incoming enquiries are acknowledged and handled.
2. Lead-to-booking conversion rate
   • Percentage of qualified enquiries converted into confirmed bookings.
3. Number of confirmed bookings
   • Weekly and monthly bookings generated.
4. Follow-up effectiveness
   • Number of potential customers successfully converted through follow-up.
5. Customer satisfaction
   • Customer feedback regarding communication and overall service experience.
6. Repeat customers
   • Ability to maintain relationships that generate repeat business.
7. Scheduling accuracy
   • Reduction in double bookings, incorrect locations, missed appointments and scheduling errors.
8. Team utilisation
   • Effective allocation of available cleaning teams.
9. Complaint resolution
   • Speed and professionalism in resolving customer concerns.
10. Accuracy of records
    • Quality and completeness of customer, sales and operational records.

11. Daily Expectations

At the beginning of each working day, the Customer Relations Coordinator should have a clear understanding of:

• Customers scheduled for the day.
• Teams assigned to each customer.
• Morning and afternoon appointments.
• Customer locations.
• Services required.
• Amounts payable.
• Any pending customer enquiries.
• Customers requiring follow-up.
• Any operational issues requiring management attention.

At the end of the day, the officer should be able to account for:

• Enquiries received.
• Bookings confirmed.
• Jobs completed.
• Jobs cancelled or rescheduled.
• Payments or outstanding balances where applicable.
• Complaints received.
• Follow-ups required.
• Team deployment.
• Sales generated.

12. Authority and Accountability

The Customer Relations, Sales & Operations Coordinator will be entrusted with access to customers, company communication channels, operational schedules and sensitive business information.

The successful candidate will therefore be expected to:

• Maintain strict confidentiality of customer and company information.
• Protect company customer databases.
• Avoid sharing customer contacts or information with unauthorised persons.
• Use company communication channels strictly for authorised business.
• Accurately represent Klinsit’s services and prices.
• Avoid making unauthorised discounts, commitments or promises to customers.
• Account for decisions made while coordinating company operations.
• Immediately report serious customer, staff, financial or operational issues to management.

13. Application Procedure

Interested and qualified candidates should submit the following:

• A Cover Letter
• An updated Curriculum Vitae (CV)
• Relevant supporting documents/certificates

Applications should be sent by email to klinsitsofacleaners@gmail.com.

Application Deadline: 4 September 2026

Only shortlisted candidates will be contacted.