We are seeking a professional, customer-focused, and detail-oriented Customer Experience Officer to manage client relationships, handle inquiries and complaints, and ensure an excellent customer experience throughout the client journey.
The ideal candidate must have strong communication and relationship management skills, with relevant industry experience preferably in real estate, construction, interior design, or related sectors.
Key Responsibilities
Serve as the primary point of contact for customer inquiries, complaints, feedback, and service requests.
Respond promptly to clients via phone calls, emails, WhatsApp, and other communication channels.
Manage client relationships from initial inquiry through project completion and after-sales support.
Provide timely updates on project progress, delivery timelines, and service-related matters.
Coordinate with Operations, Sales, Project Management, and Administrative teams to resolve customer concerns.
Handle complaints professionally and ensure timely resolution and follow-up.
Monitor customer satisfaction and recommend improvements to service delivery.
Maintain accurate customer records, communication logs, and feedback reports.
Follow up with clients after project completion to assess satisfaction and encourage referrals and repeat business.
Schedule client meetings, consultations, site visits, and follow-up appointments.
Ensure clients receive accurate information about company services, processes, and project timelines.
Protect confidential customer information and maintain the company's professional image.
Requirements and Qualifications
Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Public Relations, or a related discipline.
Minimum of 4 - 6 years' relevant experience in customer experience, customer service, client relations, or a similar role.
Experience in real estate, construction, interior design, property development, or related industries is strongly preferred.
Excellent verbal and written communication skills.
Strong interpersonal, problem-solving, and relationship management abilities.
Ability to manage complaints and difficult customer situations professionally.
Good organizational skills, attention to detail, and effective follow-up abilities.
Proficiency in Microsoft Office, email, WhatsApp Business, and customer relationship management tools.
Must be professional, courteous, customer-focused, and willing to work in Lekki, Lagos.