Customer Care Executive Job at 5thWall Consulting

At 5thWall Consulting, we are a dynamic outsourcing firm dedicated to providing end-to-end recruitment solutions for businesses across various industries. We specialize in helping organizations attract, assess, and hire top talent that aligns with their goals and culture.

We are recruiting to fill the position below:

Job Position: Customer Care Executive

Job Location: Sangotedo, Lagos
Employment Type: Full-time

Summary

• We seek a highly skilled and customer-focused Customer Care representative to provide exceptional service to our customers, resolve complex queries and concerns, and build strong relationships that drive loyalty and retention.

Key Responsibilties
Client Communication and Relationship Management:

• Handle inquiries from prospective and existing clients via phone calls, emails, social media, and in-person visits.
• Provide accurate information about properties, services, and company policies.
• Maintain a professional and courteous attitude in all interactions.

Complaint Resolution:

• Address client complaints efficiently and escalate complex issues to the appropriate department for resolution.
• Follow up on complaints to ensure they are resolved in a timely manner.
• Keep records of all client concerns and track resolutions for future reference.

Client Follow-Up and Retention:

• Conduct follow-ups with clients who have made inquiries, attended inspections, or shown interest in properties.
• Maintain positive client relationships by providing updates on new properties, promotions, and company initiatives.
• Gather feedback from clients to improve service delivery.

Accurate Record Keeping:

• Maintain a database of client information, inquiries, complaints, and resolutions.
• Document all interactions with clients for accountability and future reference.
• Prepare and submit periodic reports on client concerns and satisfaction levels.

Coordination with other departments:

• Work closely with sales, marketing, and legal teams to provide accurate information to clients.
• Ensure that client requests are communicated to the relevant teams for prompt action.
• Support administrative tasks related to customer service and documentation.

Ensuring Professionalism and Brand Representation:

• Uphold the company's reputation by providing excellent service and maintaining professionalism in all interactions.
• Represent the company at events, property inspections, and client meetings when required.
• Ensure that all client-facing communication aligns with the company's brand guidelines and values.

Site Inspection Coordination:

• Assist clients in scheduling site inspections and provide them with the necessary details.
• Coordinate with the admin and logistics teams to ensure smooth transportation arrangements.
• Gather client feedback after inspections to improve future experiences.

Customer Satisfaction Monitoring:

• Conduct surveys and gather feedback to measure client satisfaction and identify areas for improvement.
• Analyze client complaints and feedback trends to suggest improvements in service delivery.

Qualifications & Requirements

• Bachelor's degree in a related field (Business, Communications, Customer Service, or equivalent)
• Proven customer service experience, preferably in a similar industry
• Excellent communication, interpersonal, and problem-solving skills
• Ability to work in a fast-paced environment, handling multiple priorities and customer interactions simultaneously
• Strong analytical and conflict resolution skills, with a customer-centric mindset
• Speaks fluent and professional English
• Excellent customer service and communication skills
• Ability to build rapport with customers
• Professional demeanor and presentation
• Top-notch dressing sense
• Proven experience in customer relations.

Key Skills & Competencies:

• Customer service, relations management and relationship-building skills
• Effective communication and active listening. Excellent communication skills (verbal and written)
• Problem-solving, conflict resolution, negotiation and Proactive attitude
• Time management, organization, and multitasking
• Adaptability, flexibility, and resilience in a dynamic environment
• Good phone and email etiquette
• Basic computer and CRM software proficiency
• Attention to detail and good organizational skills
• Customer-centric mindset with a focus on delivering exceptional service
• Emotional intelligence, calmness, empathy, and self-awareness.
• Strong communication, interpersonal, and relationship-building skills
• Ability to work under pressure, managing stress and maintaining composure. (Ability to handle pressure and resolve conflicts effectively)
• Continuous learning, improvement, and professional development
• Strong teamwork and collaboration skills.

Salary
N150,000 - N250,000 Monthly.