Customer Experience / Customer Relations Executive at BCRecruits

BCRecruits is a recruitment agency aimed at providing staffing solutions to our clients for different roles, levels and industries. We handle both technical and non technical recruitment.

We are recruiting to fill the position below:

Job Title: Customer Experience / Customer Relations Executive

Location: Lekki, Lagos
Employment Type: Full-time

Summary

• The Customer Experience/Relations Executiveis responsible for delivering an exceptional customer experience, ensuring that clients are fully satisfied with the service provided during their interaction with the company.
• This role involves managing customer touchpoints, organizing property demonstrations, and building lasting relationships with prospective and existing clients.
• The Manager also ensures that client feedback is incorporated into improving service delivery and the overall customer journey in the real estate process.

Key Responsibilities
Client Feedback Management:

• Gather and analyze customer feedback from various channels (surveys, interviews, direct feedback) to identify trends and areas for improvement.
• Use feedback to enhance customer engagement and refineservice delivery.
• Collaborate with internal teams to address any customer complaints, ensuring quick resolution and improved customer satisfaction.

Property Demonstrations and Showings:
Property Tours:

• Organize and manage property viewings, demonstrations, and site inspections, ensuring a seamless experience for clients.
• Prepare demonstration properties to showcase their best features, highlighting the benefits of ourreal estate offerings.
• Ensure that property presentations are engaging, informative, and aligned with customer expectations.

Client Engagement During Demonstrations:

• Provide potential buyers with in-depth information about properties, including pricing, payment plans, and unique features.
• Address client queries and concerns during demonstrations, ensuring that they have a complete understanding of the properties on offer.
• Work with sales and marketing teams to tailor property tours based on the specific needs of each client or group.

Customer Relationship Management (CRM):
CRM System Management:

• Manage and update the CRM system, ensuring that all client interactions, preferences, and feedback are accurately recorded.
• Use CRM data to develop personalized communication strategies, improving customer engagement and loyalty.
• Ensure follow-ups with clients to keep them informed about new developments, properties, and special offers.

Client Engagement Programs:

• Develop and implement client engagement initiatives, such as events, webinars, or exclusive property tours, to strengthen relationships with prospective and existing clients.
• Work closely with the marketing team to design campaigns that focus on improving the customer experience and generating leads.

Cross-functional Collaboration:

• Collaboration with Sales and Marketing:
• Collaborate with the sales and marketing teams to ensure that client-facing materials and messaging are consistent with company branding and values.
• Provide feedback to the sales team on customer preferences, behavior, and feedback to help tailor sales strategies.

Coordination with ProjectDepartment:

• Work closely with the projects team to ensure properties are ready for demonstrations and meet customer expectations in terms of quality and presentation.
• Provide feedback to the development team on customer concerns or suggestions regarding property design or functionality.

Training and Development:
Team Training:

• Train customer-facing teams (sales, demonstration staff) on customer service best practices, effective communication, and how to deliver an exceptional customer experience.
• Ensure that all employees understand the importance of customer experience and are equipped with the skills necessary to exceed customer expectations.

Continuous Improvement:

• Stay updated on the latest trends and best practices in customer experience management, incorporating them into the company's strategies.
• Lead initiatives aimed at continuously improving customer service delivery, property presentations, and customer engagement efforts.

Reporting and Analysis:
Performance Metrics:

• Develop and track key performance indicators (KPIs) related to customer satisfaction, retention, and experience, such as Net Promoter Score (NPS) and customer feedback ratings.
• Analyze customer interaction data to provide insights into customer needs and preferences.

Regular Reporting:

• Prepare and present reports on customer experience initiatives, customer feedback trends, and property demonstration performance to senior management.
• Recommend actionable improvements based on data analysis and customer feedback.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Estate Management, or a related field.
• 5+ years of experience in customer experience, client relationship management, or real estate sales.
• Knowledge of real estate market trends, customer service practices, and property demonstration techniques.
• Experience working with CRM systems and customer feedback tools.
• Strong communication, leadership, and problem-solving skills.
• Proven ability to manage multiple projects and demonstrate properties while maintaining high service standards.

Key Competencies:

• Customer-focused: Demonstrated commitment to understanding and improving the customer experience.
• Communication: Excellent verbal and written communication skills to engage clients and handle inquiries effectively.
• Presentation Skills: Strong ability to showcase properties and conduct demonstrations that attract and retain client interest.
• Organizational Skills: Capable of managing multiple customer interactions, property tours, and follow-ups simultaneously.
• Problem-solving: Ability to address and resolve customer complaints, ensuring a positive outcome for both the customer and the company.
• Team Leadership: Experience in training and leading teams to deliver excellent customer service and property presentations.

Salary
N300,000 Monthly.

Application Closing Date
16th October, 2024.

Method of Application
Interested and qualified candidates should send their CV / Resume to: [email protected] using the Job Title as the subject of the email.