Customer Care Officer

Responsibilities:

• Serve as the first point of contact for clients, handling inquiries via phone, email, in-person, and social media.
• Provide clients with detailed information about property listings, pricing, payment plans, and company services.
• Assist clients with scheduling property viewings, inspections, and consultations with sales representatives.
• Address and resolve client complaints professionally, escalating complex issues to relevant teams when necessary.
• Ensure customer satisfaction by maintaining a courteous and professional demeanor in all interactions.
• Maintain accurate and up-to-date client records, including contact information, inquiries, and follow-up details.
• Conduct proactive outbound calls to prospective clients to introduce the company’s real estate services and offerings.
• Follow up on warm leads generated from campaigns, referrals, and inquiries to schedule appointments or property viewings.
• Maintain a lead database, ensuring regular follow-up and tracking of conversion progress.
• Meet telemarketing goals for lead generation and appointments scheduled.
• Respond promptly and professionally to customer inquiries received via social media platforms.
• Collaborate with the marketing team to share promotional materials, property updates, and campaigns on social media.
• Monitor social media platforms for customer engagement, reviews, and inquiries, ensuring timely responses.
• Support the marketing team in increasing brand visibility through social media interactions and campaigns.
• Assist in preparing client-related documentation, such as contracts, payment schedules, and follow-up emails.
• Update and maintain the company’s customer database or CRM system with accurate client information and interaction history.
• Provide periodic reports on customer feedback, lead generation, and inquiry trends to management.
• Ensure smooth communication and collaboration between the customer service, sales, and marketing teams.
• Follow up with clients to ensure their needs are met and to build long-term relationships.
• Gather customer feedback to help improve products, services, and overall customer experience.
• Work towards retaining existing clients by offering exceptional service and addressing their concerns promptly.

Requirements:

• Education: Minimum OND/HND/Degree in Business Administration, Marketing, Communications, or a related field.
• Experience: At least 3 year of experience in customer service (experience in telemarketing or social media is an added advantage).
• Exceptional verbal and written communication skills.
• Outstanding Persuasion and negotiation skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Familiarity with CRM software and Microsoft Office Suite.
• Basic knowledge of social media platforms (Facebook, Instagram, Twitter) and their customer engagement functions.
• A proactive and customer-focused attitude.
• Sales skills

Key Performance Indicators (KPIs):

• Customer satisfaction ratings and feedback scores.
• The number of leads generated and successfully converted through telemarketing.
• Average response time for resolving customer inquiries and complaints.
• Social media engagement and response rate.
• No of prospects converted to clients
• Accuracy and timeliness in updating customer records and reports.

Why Join Us?

• Competitive salary and bonuses.
• Opportunity to grow your career in the dynamic real estate sector.
• Training and development opportunities to enhance your skills.
• A supportive and innovative work environment.