Customer Experience Officer

Job Summary

• 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.