• Application Deadline:
• Position: Customer Service Officer



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• Job Field Customer Care 
  
  

Description

Customer Support:

Daily Task:

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


• Provide accurate information on property listings, pricing, and services.

Key Output:

• Timely responses to customer inquiries and accurate information delivery leading to improved customer satisfaction.

Complaint Handling:

Daily Task:

• Receive, manage, and resolve customer complaints.


• Escalate unresolved issues where necessary and follow up with clients.

Key Output:

• Quick resolution of complaints and reduced escalation rate.

Client Onboarding & Relationship Management:

Daily Task:

• Assist new clients with onboarding processes and maintain strong relationships with existing clients.

Key Output:

• Smooth onboarding experience and improved customer retention.

CRM & Database Management

Daily Task:

• Update and maintain accurate customer records, including interactions, feedback, and inquiries.

Key Output:

• Up-to-date and accurate customer database.

Internal Coordination:

Daily Task:

• Liaise with sales, legal, and property teams to resolve customer issues.

Key Output:

• Faster issue resolution through effective collaboration.

Documentation:

Daily Task:

• Maintain proper documentation of customer interactions, contracts, and correspondence.

Key Output:

• Well-organized and accessible customer records.

Sales Support:

Daily Task:

• Support the sales team by explaining offerings, assisting with documentation, and guiding customers.

Key Output:

• Improved lead conversion and customer understanding of services.

Weekly Tasks and Output

Customer Follow-up:

• Weekly Task: Follow up with customers on previous inquiries, complaints, and onboarding progress.

Key Output:

• Improved customer satisfaction and retention.

Reporting

• Weekly Task: Prepare and submit weekly reports on customer interactions, complaints, and feedback.

Key Output:

• Accurate and timely reports for management decision-making.

Customer Feedback Collection

• Weekly Task: Conduct customer satisfaction surveys and gather feedback.

Key Output:

• Valuable customer insights for service improvement.

(Primary Duties & Responsibilities) and Key Performance Indicators

Cross-Departmental Meetings:

• Weekly Task: Engage with internal teams to discuss recurring issues and improve service delivery.

Key Output:

• Better alignment and improved customer experience.

Process Improvement

• Weekly Task: Identify service gaps and recommend improvements based on feedback and trends.

Key Output: 

• Enhanced service processes and customer experience.

Sales Contribution Tracking:

• Weekly Task: Track personal contribution to lead conversion and sales support activities.

Key Output:

• Increased contribution to sales targets.