Customer Service Relations Job at Sylvastar Group

Sylvastar Group is a diversified Nigerian conglomerate with its headquarters in Abuja, Nigeria, operating across multiple sectors, including real estate, agriculture, food & beverages, finance, and petrochemical manufacturing.

We are recruiting to fill the position below:

Job Position: Customer Service Relations
Job Location: Ics Drive, Abuja (FCT)
Employment Type: Full-time

Job Summary

• The Customer Relations Officer at Sylvastar Group is responsible for managing client relationships throughout the property acquisition lifecycle — from inquiry to allocation and post-purchase support.
• The role ensures seamless communication, effective complaint resolution, timely documentation follow-up, and exceptional customer satisfaction across all estates and property projects.
• The ideal candidate must possess strong interpersonal skills, emotional intelligence, attention to detail, and the ability to manage high-value real estate clients professionally.

Key Responsibilities
Client Relationship Management:

• Serve as the primary liaison between clients and the company.
• Maintain consistent communication with subscribers and property buyers.
• Provide updates on land allocation, documentation, payment plans, and site development.
• Conduct follow-up calls after inspections and purchases.

Complaint Handling & Resolution:

• Attend promptly to client complaints regarding allocation, documentation, payment discrepancies, or site development.
• Investigate complaints in collaboration with Sales, Legal, and Site teams.
• Ensure complaints are resolved within approved timelines.
• Escalate sensitive or high-risk issues to management immediately.

Allocation & Documentation Coordination:

• Track client payment plans and notify relevant departments upon completion.
• Ensure timely preparation and issuance of allocation letters and receipts.
• Follow up on pending documentation (Deed of Assignment, Contract of Sale, etc.).
• Maintain accurate client records and property allocation data.

Customer Retention & Experience:

• Monitor client satisfaction and collect feedback.
• Identify recurring issues affecting customer experience.
• Propose service improvements to management.
• Encourage referrals and repeat investments.

Reporting & Compliance:

• Maintain updated CRM/customer records.
• Prepare weekly and monthly customer service reports.
• Document all client interactions for accountability.
• Ensure strict compliance with company policies and ethical standards.

Key Performance Indicators (KPIs)

• Complaint resolution time (within 24–72 hours depending on case level)
• Client satisfaction rating (minimum 85%)
• Allocation processing turnaround time
• Follow-up completion rate (100%)
• Reduction in escalated complaints
• Client retention and referral rate

Requirements & Qualifications

• Bachelor’s Degree / HND in Business Administration, Communication, Estate Management, or related field.
• 2–3 years of experience in real estate customer service or client relations.
• Strong knowledge of property documentation processes.
• Excellent communication and conflict resolution skills.
• Proficiency in CRM systems and Microsoft Office.
• High level of professionalism, discretion, and emotional intelligence

Core Competencies:

• Strong negotiation and communication skills
• Client-focused mindset
• Attention to detail
• Ability to work under pressure
• Integrity and accountability
• Professional appearance and conduct.

Salary
N100,000 per month.

Method of Application 
Interested and qualified candidates should send their CV and Applications to: hr@sylvastargroup.com using the Job Position as the subject of the email.