About Stonegate Partners
Stonegate Partners is a surveying, mapping, and geospatial consultancy that provides land surveying, GIS mapping, aerial surveying, and geospatial data management services. Founded in 2005, the firm works with government agencies, real estate developers, mining companies, and infrastructure project owners. Stonegate employs twenty-five licensed land surveyors and GIS specialists and operates GNSS receivers, total stations, and drone survey equipment. The company is registered with the Land Surveyors Board of Kenya and has mapped over 500,000 hectares of land across the country.
What you will do:
You will handle incoming customer enquiries through phone, email, and chat, providing accurate information about products and services, resolving complaints, and escalating complex issues to the appropriate department. The role requires you to maintain detailed records of all customer interactions in the CRM system and follow up on pending issues to ensure timely resolution. You will also process orders, handle returns and refunds, and coordinate with the logistics team to track deliveries. The company receives a high volume of customer contacts daily, so the ability to work efficiently while maintaining a professional and empathetic tone is critical. You will participate in regular training sessions to stay updated on product changes and company policies. Performance is measured against key metrics including first-call resolution rate, average handling time, and customer satisfaction scores.
Requirements:
- Bachelor's degree in a relevant discipline; a Master's degree is an added advantage
- Minimum 5 years of progressive experience, with at least 2 years in a supervisory role
- Demonstrated leadership and team management capabilities
- Strategic thinking with the ability to translate organisational goals into actionable plans
- Professional certification in the relevant field (e.g. CPA, PMP, CIPS, or equivalent)
- Experience managing budgets and reporting to senior leadership
- Strong negotiation, presentation, and stakeholder engagement skills
If you meet the above qualifications and are interested in this opportunity, send your updated CV and a brief cover letter explaining why you are a good fit for the role. Shortlisted candidates will be contacted within two weeks of the application deadline. Stonegate Partners is an equal opportunity employer and does not charge any fees at any stage of the recruitment process.
