Customer Care Representative at Fidelam Homes Limited

Responsibilities
Client Communication and Inquiry Management:

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

Issue Resolution and Complaint Handling:

• Resolve Complaints: Actively listen to customer complaints or issues, clarify the problem, determine the cause, and select/explain the best solution.
• Maintenance Coordination (especially in property management): Receive and process requests for maintenance or repair issues, issue work orders to appropriate contractors, and manage the process to ensure timely and satisfactory completion.
• Follow-Up: Conduct follow-ups with clients to ensure their issues have been fully resolved and they are satisfied with the outcome.
• Escalation: Identify and escalate complex or high-priority issues to the appropriate internal teams (like sales agents, legal, or management) for resolution.

Administrative and Support Duties:

• Scheduling: Schedule appointments, property showings, and meetings for clients and real estate agents.
• Documentation and Record Keeping: Accurately record all client interactions, transactions, and feedback in the company's Customer Relationship Management (CRM) system or other databases.
• Paperwork Assistance: Assist clients and agents with basic administrative tasks, such as initial paperwork, documentation, or processing certain forms.
• Database Management: Ensure property records, client contact details, and other relevant data are up-to-date and accurate.

Internal Collaboration and Service Improvement:

• Teamwork: Collaborate closely with real estate agents, sales, maintenance, and other departments to ensure seamless service delivery and address client needs effectively.
• Feedback Collection: Proactively collect and analyze customer feedback (surveys, reviews) to identify areas for improvement.
• Provide Internal Feedback: Offer feedback to the company on client pain points and common issues to help refine services and policies.
• Stay Informed: Continuously learn and stay up-to-date on company policies, services, real estate market trends, and regulations to provide the most current information.

Sales Support (in some roles):

• Identify Leads: Be alert to opportunities to generate sales leads and pass them on to the sales team.
• Upselling/Cross-selling: In some capacities, they may provide information or suggestions about additional services or products to enhance the customer experience.

Qualifications

• Interested candidates should possess a Bachelor's Degree with 3 years work experience.