Response Handler / Lead Engagement Executive
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Industry Consulting Founded 2003 Type Private Website http://cdl.co.ke/ Address Highway mall, 3rd Floor, Uhuru Highway. P.O. Box 19348-00202, Nairobi, Kenya.
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Job Summary:
- The Response Handler is responsible for actively managing and responding to all inbound client inquiries across multiple marketing channels. The role focuses on first-contact engagement, lead qualification, structured follow-ups, and accurate CRM management to ensure efficient handover to the sales team and high conversion support.
Key Responsibilities:
Inquiry Management
- Actively and promptly respond to all inbound inquiries across all marketing channels including WhatsApp, website forms, social media platforms, and email.
- Ensure professional, consistent, and brand-aligned communication.
Lead Qualification
- Qualify all inbound leads before assigning them to the sales team.
- Filter out unqualified leads to improve sales efficiency.
Lead Nurturing & Follow-Ups
- Send structured and timely follow-up messages to unresponsive and warm leads.
- Maintain regular engagement to nurture leads until conversion or disqualification.
CRM Management
- Upload all qualified leads into the CRM system in a timely and accurate manner.
- Maintain complete and updated lead records and statuses.
Post-Handover Follow-Ups & Reporting
- Follow up on leads handed over to the sales team to track response and engagement.
- Collect and report data on response rates, follow-up effectiveness, and lead quality.
Requirements
Key Skills & Competencies:
- Strong written and verbal communication skills
- Attention to detail and accuracy
- Ability to manage multiple communication channels
- Basic understanding of sales funnels and CRM systems
- Proactive, professional, and client-focused mindset
- Performance Metrics (KPIs):
- Response time to inquiries
- Lead qualification accuracy
- CRM data completeness
- Follow-up consistency
- Lead response and engagement rates
Requirements
- Strong written and verbal communication skills
- Attention to detail and accuracy
- Ability to manage multiple communication channels
- Basic understanding of sales funnels and CRM systems
- Proactive, professional, and client-focused mindset