Department:
Marketing
Reports
To: Head of Marketing / Ceo
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:
1.
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.
2.
Lead Qualification
•
Qualify all inbound leads before assigning them to the sales team.
•
Filter out unqualified leads to improve sales efficiency.
3.
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.
4.
CRM Management
•
Upload all qualified leads into the CRM system in a timely and accurate manner.
•
Maintain complete and updated lead records and statuses.
5.
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.
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
•
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
CDL is a proactive Human Resource Management consultancy firm specializing in Strategic Labour Force Outsourcing, Recruitment, Training, Payroll Processing and Total Human Resource Management. Since 2003, we have been a one-stop shop for all HR related queries and support in and around East Africa. We champion best practice in Human Resource while going the extra mile to proactively address workers needs in order to achieve optimum productivity & profitability.
Our Mission
To support and contribute to our partners success while improving the lives' of the community.
Our Vision
To be a partner of choice in providing quality manpower outsourcing solutions.
Our Core Values
1.Professionalism: Conducting our business in the most professional way
2.Respect: Giving due respect to self and others and maintain the environment of teamwork and growth.
3.Passion: To be passionate in all we do.
4.Integrity: To act with honesty and integrity without compromising the truth.
