Customer Experience Officer

Position Overview

The Customer Experience Officer is responsible for delivering excellent customer service across WKSC's real estate operations by managing client enquiries, supporting property sales and handover processes, handling complaints, and ensuring positive customer interactions throughout the client lifecycle.

The role serves as a key touchpoint between WKSC and its clients, ensuring service standards align with the company's premium brand promise.

Location

Katampe District, Abuja (FCT), Nigeria

Key Responsibilities

Customer Service & Client Engagement

• Attend to client enquiries via walk-in, phone, email, and digital channels
• Support client onboarding, documentation, and property allocation processes
• Provide timely and accurate information on projects, payments, and timelines

Complaints Handling & Service Resolution

• Receive, log, and resolve customer complaints professionally
• Escalate complex issues to the appropriate internal teams
• Follow up to ensure issues are fully resolved and clients are satisfied

Property Handover & After-Sales Support

• Assist with property inspections, snag lists, and handover processes
• Support post-handover client needs and service requests

Record Keeping & Reporting

• Maintain accurate customer records and service logs using CRM or internal systems
• Prepare daily and weekly customer service reports as required

Service Quality & Brand Representation

• Uphold WKSC's service standards, professionalism, and brand image
• Gather customer feedback and contribute to service improvement initiatives

Required Qualifications

• OND, HND, or Bachelor's degree in Business Administration, Marketing, Mass Communication, Estate Management, or related field
• 1–3 years of experience in customer service, client relations, hospitality, or real estate-related roles