Customer Care Representative at Fidelam Homes Limited

About the Role

A reputable organization seeks a dedicated individual to serve as a Customer Care Representative. You will be the primary point of contact for clients, real estate agents, property managers, and other stakeholders, providing exceptional service across multiple communication channels.

Key Responsibilities

Client Communication and Inquiry Management

• Serve as the first point of contact for clients via phone, email, chat, or in-person
• Provide accurate and timely information regarding property details, listings, leasing processes, company services, policies, and market trends
• Guide prospective clients (buyers, sellers, renters) through the initial stages of the process by answering questions and explaining procedures
• Maintain a professional, friendly, and courteous demeanor in all interactions to build and sustain positive customer relationships

Issue Resolution and Complaint Handling

• Actively listen to customer complaints or issues, clarify the problem, and determine the best solution
• Receive and process requests for maintenance or repair issues, issue work orders to appropriate contractors, and manage the process to ensure timely completion
• Conduct follow-ups with clients to ensure their issues have been fully resolved and they are satisfied with the outcome
• Identify and escalate complex or high-priority issues to the appropriate internal teams (sales agents, legal, or management) for resolution

Administrative and Support Duties

• Schedule appointments, property showings, and meetings for clients and real estate agents
• Accurately record all client interactions, transactions, and feedback in the company's Customer Relationship Management (CRM) system or other databases
• Assist clients and agents with basic administrative tasks, including initial paperwork and documentation processing

Location

Lagos, Nigeria