Customer Experience Officer

Position Overview


We are looking for a highly motivated and detail-oriented Customer Experience Officer to join our team in the real estate industry.
The ideal candidate will be responsible for ensuring our clients have a smooth and satisfactory experience throughout their real estate journey — from initial inquiry through property acquisition, post-sales services, and beyond.
This role demands strong communication, empathy, problem-solving, and process management abilities.


Primary Responsibilities


Serve as the primary point of contact for prospective and existing clients across all communication channels (phone, email, social media, walk-ins).
Address customer inquiries, complaints, and feedback professionally and promptly, escalating complex issues when necessary.
Keep accurate and up-to-date client records using CRM tools.
Coordinate with internal departments (sales, legal, operations, etc.) to follow up on client requests, updates, and project timelines.
Support the development and implementation of customer service policies, standards, and procedures.
Perform periodic client check-ins and satisfaction surveys to evaluate service quality and identify areas for improvement.
Inform clients about product offerings, promotions, payment plans, and other relevant information.
Monitor and analyze customer interactions to provide insights into customer trends and areas for enhancement.
Foster customer loyalty and retention through personalized and solution-driven service.


Qualifications and Requirements


Bachelor's Degree in Business Administration, Marketing, Communications, or related field.
Minimum of 1 – 2 years of experience in customer service, preferably in real estate or a related industry.
Excellent verbal and written communication skills.
Strong interpersonal and conflict resolution abilities.
Familiarity with CRM systems and the Microsoft Office Suite.
Commitment to delivering excellent customer service with attention to detail.
Proximity to Lekki – Ajah is required.