Client Relations & Retention Executive at Crovation Limited

Job Summary

The Client Relations Executive will be responsible for managing and maintaining strong relationships with clients while ensuring excellent customer experience throughout the client journey. The role involves client retention, inbound call management, follow-up on allocations and documentation, levy collection, coordinating site inspections, generating referrals, and ensuring repeat business opportunities.

The ideal candidate must possess strong communication, relationship management, negotiation, and follow-up skills with the ability to manage clients professionally and efficiently.

Key Responsibilities

Client Relationship Management

• Build and maintain strong relationships with existing and prospective clients.
• Serve as the primary point of contact for client inquiries and complaints.
• Ensure timely resolution of client concerns and escalations.
• Maintain accurate client records and communication logs.

Client Retention & Repeat Business

• Develop strategies to improve client satisfaction and retention.
• Follow up with clients after purchase to encourage repeat patronage.
• Maintain regular engagement with clients through calls, messages, and updates.
• Identify opportunities for upselling and cross-selling company properties/services.

Referral Management

• Encourage satisfied clients to refer new customers.
• Track referral leads and referral conversion performance.
• Maintain referral databases and reward coordination where applicable.

Inbound Call Management

• Handle inbound inquiries professionally and promptly.
• Provide accurate information regarding properties, payments, allocations, documentation, and inspections.
• Escalate unresolved matters appropriately.
• Ensure excellent telephone etiquette and customer service delivery.

Levy Collection & Payment Follow-Up

• Follow up with clients on outstanding levies, installment payments, survey fees, and other obligations.
• Send payment reminders and maintain payment schedules.
• Work closely with the accounts department for reconciliation and payment confirmation.

Allocation Management

• Coordinate property allocation processes with relevant departments.
• Follow up on allocation letters, surveys, deeds, and related documentation.
• Ensure clients receive proper updates regarding allocation status.

Site Inspection Coordination

• Schedule and coordinate client site inspections.
• Attend inspections where necessary and provide property information.
• Ensure proper documentation of inspection attendance and feedback.
• Follow up with prospects after inspections to drive conversions.

Reporting, Documentation and Data management

• Prepare weekly and monthly client relations reports.
• Maintain proper records of follow-ups, complaints, allocations, and collections.
• Track customer satisfaction and feedback trends.
• Maintain accurate records of all client interactions , payment statuses and allocation dates in the designated database. 

Key Performance Indicators (KPIs)

• Client retention rate
• Repeat business generated
• Referral conversion rate
• Levy/payment recovery rate
• Client satisfaction score
• Number of successful site inspections coordinated
• Response time to client inquiries
• Allocation processing efficiency

Requirements & Qualifications

• Bachelor’s Degree or HND in Business Administration, Marketing, Mass Communication, Estate Management, or related field.
• Minimum of 2–4 years’ experience in client relations, customer service, or real estate operations.
• Experience in the real estate industry is an added advantage.
• Strong communication and interpersonal skills.
• Excellent negotiation and conflict resolution abilities.
• Proficiency in Microsoft Office and CRM systems.
• Ability to multitask and manage client relationships effectively.

Required Skills

• Customer Relationship Management
• Communication & Negotiation
• Problem Solving
• Follow-Up & Closing Skills
• Documentation & Reporting
• Time Management
• Sales Support & Retention Strategies