Customer Success Representative – Interior Design & Construction

Valentori Group is a forward-thinking African holding company committed to building strong, scalable, and future-ready enterprises.

The successful candidate will ensure clients experience a professional, organized, and well-communicated journey once they enter the project process. This involves close coordination with internal teams such as Sales, Interior Design, Quantity Surveying, Project Management, Procurement, and Site Teams, while maintaining clear and professional communication with the client. The role focuses on owning the customer journey and facilitating effective information flow between the client and the delivery teams, rather than replacing the Project Manager or technical staff.

1. Take over client coordination once a site visit has been confirmed and paid for.
2. Coordinate site-visit scheduling and ensure clients understand the next steps.
3. Maintain consistent communication with clients throughout design, quotation, approvals, execution, and handover.
4. Coordinate communication between clients and Sales, Design, QS, Procurement, and Project Management teams.
5. Track client decisions, selections, approvals, variations, and outstanding requirements.
6. Ensure commitments made to clients are properly documented and communicated to the responsible team.
7. Provide clients with timely, accurate project updates proactively.
8. Follow up internally on outstanding actions affecting the client's project.
9. Identify potential client concerns early and coordinate resolution before they escalate.
10. Manage complaints professionally and remain composed in difficult conversations.
11. Attend project sites when necessary to understand issues, meet clients, and support resolution.
12. Coordinate snagging, client feedback, project handover, and post-handover follow-up.
13. Maintain accurate client records, communication history, approvals, and follow-up actions in the company's designated systems.
14. Identify opportunities for additional services, referrals, and repeat business without compromising the customer relationship.
15. Collect structured client feedback and help management identify recurring service-delivery weaknesses.

1. Exceptional communication skills, able to communicate confidently and professionally with homeowners, developers, consultants, contractors, fundis, and internal teams.
2. Excellent spoken and written English and Kiswahili.
3. Strong organization and follow-through, capable of managing multiple clients, deadlines, meetings, approvals, and outstanding actions.
4. Exceptional problem-solving ability, understanding issues, establishing facts, coordinating appropriate people, and actively driving resolution.
5. Composure under pressure, remaining professional, objective, and solution-oriented amidst project delays, changes, or complaints.
6. Proactive communication, anticipating client information needs and communicating early.
7. Strong ownership mentality, following issues through to closure rather than merely forwarding them.
8. Good judgment and emotional intelligence, distinguishing between matters that can be resolved, require technical input, or should be escalated.
9. Commercial awareness, understanding how excellent customer experience contributes to client retention, referrals, repeat business, and company reputation.
10. Previous experience in interior design, construction, renovations, fit-outs, property development, architecture, cabinetry, or a related built-environment business is strongly preferred.
11. Understanding of concepts such as site measurements, design approvals, BOQs, material selections, variations, project schedules, procurement, installation, snagging, practical completion, and handover.
12. Mature, confident, presentable, highly organized, proactive, calm under pressure, accountable, persuasive, detail-oriented, sales-driven, collaborative, and solution-oriented.
13. Willingness and ability to travel to project sites as required.