Customer Service Executive at House of Fevi – Lekki, Lagos

House of Fevi is recruiting a Customer Service Executive in Lekki, Lagos. The role manages relationships with existing and prospective clients, handles enquiries and complaints, supports sales follow-up and coordinates post-sales communication. The position includes designated remote working days.

Responsibilities

Customer Relationship Management

• Serve as the first point of contact for existing and prospective clients making enquiries about the company’s properties and real estate services.
• Attend to customer enquiries through telephone calls, WhatsApp, emails, social media platforms and other official communication channels.
• Provide accurate information about available properties, locations, prices, payment plans, property features and other relevant details.
• Maintain professional relationships with clients, prospective buyers, realtors and business partners.
• Follow up with existing clients to monitor satisfaction and address concerns relating to their property transactions.
• Maintain an updated customer database and properly document client interactions.

Property Enquiries and Sales Support

• Receive and manage enquiries from prospective property buyers and investors.
• Understand customers’ property needs, preferences, budgets and investment interests.
• Direct prospective clients to the appropriate sales representatives for property inspections, negotiations and purchase processes.
• Follow up with prospective buyers after property inspections and other sales engagements to establish their level of interest and encourage conversion.
• Maintain proper records of prospective buyers and ensure that no customer enquiry is left unattended.
• Provide customers with updates on available properties, new developments, promotional offers and approved payment arrangements.
• Work closely with the Sales and Marketing Department to support customer acquisition and engagement.

Complaint Management and Resolution

• Receive, document and attend to complaints regarding property purchases, documentation, allocation, inspections and other company services.
• Liaise with Sales, Allocation and Documentation, Accounts and Management to support prompt complaint resolution.
• Monitor pending complaints and follow up until appropriate resolutions are communicated to affected clients.
• Escalate sensitive, complex or unresolved customer issues to management.
• Provide timely feedback to customers on reported issues and pending requests.
• Maintain a complaint register for monitoring and management review.

Post-Sales Customer Relationship Management

• Maintain regular communication with clients who have purchased properties from the company.
• Follow up with property buyers regarding payment confirmations, documentation, allocation and inspection processes.
• Liaise with the Allocation and Documentation Department to obtain updates for clients.
• Guide clients on the company’s post-purchase procedures.
• Contact existing customers to obtain feedback on their experience.
• Identify opportunities for referrals, repeat purchases and continued business relationships.

Reporting and Administrative Responsibilities

• Prepare and submit daily, weekly and monthly customer service reports to the designated supervisor.
• Maintain accurate records of daily enquiries, prospective buyers, complaints, follow-ups and resolutions.
• Track prospective clients and report outstanding enquiries requiring further attention.
• Maintain proper filing and documentation of customer-related information.
• Provide management with customer feedback, recurring complaints and recommendations for service improvement.
• Perform other related duties as assigned by management.

Key Performance Indicators

• Customer response time: Prompt responses to customer enquiries.
• Customer satisfaction: Positive customer feedback and improved customer experience.
• Lead management: Accurate recording, tracking and follow-up of prospective property buyers.
• Sales support: Effective follow-up and referral of qualified prospects to the Sales Team.
• Complaint resolution: Timely handling and escalation of customer complaints.
• Post-sales support: Consistent follow-up with existing property buyers.
• Record keeping: Accurate and up-to-date customer database and complaint register.
• Reporting: Timely submission of daily, weekly and monthly reports.
• Professionalism: Courteous, responsible and professional communication with clients.

Requirements, Qualifications and Competencies

• Minimum of OND, HND or bachelor’s degree in Business Administration, Marketing, Mass Communication or a related discipline.
• Previous customer service experience, preferably in real estate or property development.
• Good understanding of real estate transactions, property enquiries and customer relationship management.
• Excellent verbal and written communication skills.
• Strong interpersonal, negotiation and conflict-resolution skills.
• Proficiency in Microsoft Office, email communication and relevant digital tools.
• Ability to manage multiple customer enquiries simultaneously.
• Good organisational, administrative and record-keeping skills.
• Ability to work independently and collaboratively with other departments.
• The vacancy specifies female applicants for gender balance.

Professional Expectations

• Maintain professionalism when interacting with clients, colleagues, realtors and business partners.
• Provide attentive customer service and ensure that clients receive appropriate assistance.
• Do not provide unapproved information, property prices, payment terms or company policies.
• Maintain strict confidentiality of customer information and company records.
• Remain accessible and responsive on official communication channels during working hours, including designated remote working days.
• Demonstrate accountability, punctuality and commitment to assigned responsibilities.
• Work collaboratively with the Sales, Marketing, Accounts, Allocation and Documentation Departments.
• Uphold the corporate image and represent House of Fevi professionally.

Additional Information

The responsibilities listed are not exhaustive. Management may review, modify or assign additional duties in line with operational requirements and business objectives.

The Customer Service Executive manages client relationships, enquiries, complaints and post-sales communication. The role does not independently authorise the employee to negotiate property prices, approve discounts, change payment arrangements or make binding commitments on behalf of House of Fevi without management approval.

Salary

₦200,000 per month.