• Application Deadline:
• Position: Customer Relationship Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 1 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  

Job Description

• As a Customer Relationship Officer at De Koolar Nigeria Limited, you will be the voice and face of our customer-first philosophy.


• You will respond to customer inquiries, provide timely support, inbound sales handling, follow up on product/service delivery issues, and ensure that each customer interaction reinforces our commitment to quality and service excellence.

Responsibilities

Customer Relationship Management:

• Respond promptly to customer inquiries via phone, WhatsApp, email, and in-person visits.


• Support product warranty claims and coordinate after-sales services.


• Build rapport with leads and clients, maintaining positive engagements through the customer lifecycle.


• Follow up with customers post-installation to ensure satisfaction and capture feedback.


• Handle complaints tactfully and route complex issues to your line manager.


• Uphold De Koolar’s values in all customer interactions and represent the company with professionalism.

Inbound Sales Handling:

• Respond promptly and professionally to all walk-in, call-in, and online inquiries.


• Qualify prospects by understanding their needs and recommending suitable cold room or HVAC solutions.


• Follow up rigorously via calls, WhatsApp, email, or physical visits to convert interest into sales.

CRM & Sales Tracking:

• Maintain detailed and accurate customer records in the CRM system.


• Log all customer interactions, leads, and quotes into the ERP/CRM system.


• Ensure no inquiry is lost, and that all fields (contact, interest, budget, timeline) are captured accurately.


• Maintain updated records of follow-ups and projected conversion dates.

Internal Collaboration:

• Work with engineers, technicians, and logistics to ensure seamless customer onboarding and fulfillment.


• Provide input to the digital marketing team about trending questions or product interests for campaign optimization.

Success Indicators

• Lead conversion rate (inquiries to paying customer)


• Daily follow-up effectiveness & response rate


• Data accuracy in ERP/CRM

Requirements

• Bachelor’s Degree or HND in Marketing, Business Administration, or any related field.


• 1 – 3 years of experience in customer-facing roles, preferably in sales, technical support, or B2B service.


• Strong verbal and written communication skills.


• Must have prior experience and proficiency using ERP / CRM systems and Microsoft Office Suite.


• High initiative, emotional intelligence, and result orientation.


• Candidates must reside at Agege, Berger/Ojodu, Ogba axis.

Competencies:

• Attention to Detail


• Proven customer support experience.


• Ability to multi-task, prioritize and manage time effectively.


• Familiar with CRM systems and practices.


• Strong phone contract handing skills and active listening.


• Resolving Conflicts


• People Oriented.


• Ability to work under pressure.


• Positive Attitude.