Customer Experience Manager

This vacancy presents a chance to join a leading organization. Key Responsibilities: - Maintain up to date record of clients with outstanding payment for recovery purpose. - Building long-term relationships with key clients. - Addressing customer concerns and complaints. - Build relationships with key employees among customers - Create plans to address clients’ business needs - Schedule regular follow up with customers to ensure they are satisfied - Act as point of contact for complaints and escalate issues as appropriate - Help sales team up-sell or cross-sell services and products - Provide high level support service by taking ownership of all customer recovery process initiated through to resolution and satisfactory closure. - Profile clients for appointment scheduling and ensure target number of visits is scheduled within defined timeline - Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs. - Dealing with internal queries about payments, ensuring customers pay on time and negotiating re-payment plans if need arises. - Ensure periodic (daily/weekly) update notice are drafted and sent to customers requesting payment of overdue/outstanding balance. - Collaborate with appropriate units on issues of customer account reconciliation. - Liaise with appropriate units to resolve customer issues for recovery purpose. - Capture feedback from customer to drive continuous improvement in service deliver. Skills: and Qualifications - A customer-oriented attitude - Excellent communication and negotiation skills - Good team player and pays attention to detail. - Ability to work under pressure and meet deadlines. - Capable networker with excellent interpersonal, communication, business relationship officer. - Background in customer service; industry knowledge (Real Estate) is essential. - Analytical thinker with strong conceptual and research skills. - Proficient with Microsoft Software. Behavioral Skills: - Decision Making Skills, Negotiation Skills, Communication Skills, Analytical Skills, Resilient, Flexible, adaptable in a dynamic and fast-paced environment. Personal Qualities: - Between age 30-45years Old Strictly. - Proximity to living in Obalende, Lekki & Victoria Island Lagos.