Customer Care Representative at Virgin-Landmarts Limited

Job Summary:

The Customer Care Representative is responsible for ensuring outstanding customer experiences by addressing client inquiries, resolving complaints, and providing comprehensive information about the company’s real estate offerings. The role includes maintaining client relationships, telemarketing to generate leads, and supporting social media marketing efforts to increase engagement and client reach.

Key Responsibilities:

• Serve as the first point of contact for clients, handling inquiries via phone, email, in-person, and social media.
• Provide clients with detailed information about property listings, pricing, payment plans, and company services.
• Assist clients with scheduling property viewings, inspections, and consultations with sales representatives.
• Address and resolve client complaints professionally, escalating complex issues to relevant teams when necessary.
• Ensure customer satisfaction by maintaining a courteous and professional demeanor in all interactions.
• Maintain accurate and up-to-date client records, including contact information, inquiries, and follow-up details.
• Conduct proactive outbound calls to prospective clients to introduce the company’s real estate services and offerings.
• Follow up on warm leads generated from campaigns, referrals, and inquiries to schedule appointments or property viewings.
• Maintain a lead database, ensuring regular follow-up and tracking of conversion progress.
• Meet telemarketing goals for lead generation and appointments scheduled.
• Respond promptly and professionally to customer inquiries received via social media platforms.
• Collaborate with the marketing team to share promotional materials, property updates, and campaigns on social media.
• Monitor social media platforms for customer engagement, reviews, and inquiries, ensuring timely responses.
• Support the marketing team in increasing brand visibility through social media interactions and campaigns.
• Assist in preparing client-related documentation, such as contracts, payment schedules, and follow-up emails.
• Update and maintain the company’s customer database or CRM system with accurate client information and interaction history.
• Provide periodic reports on customer feedback, lead generation, and inquiry trends to management.
• Ensure smooth communication and collaboration between the customer service, sales, and marketing teams.
• Follow up with clients to ensure their needs are met and to build long-term relationships.
• Gather customer feedback to help improve products, services, and overall customer experience.
• Work towards retaining existing clients by offering exceptional service and addressing their concerns promptly.

Key Performance Indicators (KPIs):

• Customer satisfaction ratings and feedback scores.
• Number of leads generated and successfully converted through telemarketing.
• Average response time for resolving customer inquiries and complaints.
• Social media engagement and response rate.
• No of prospects converted to clients
• Accuracy and timeliness in updating customer records and reports.

Qualification and skills

• Education: Minimum OND/HND/Degree in Business Administration, Marketing, Communications, or a related field.
• Experience: At least 3 year of experience in customer service (experience in telemarketing or social media is an added advantage).
• Exceptional verbal and written communication skills.
• Outstanding Persuasion and negotiation skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Familiarity with CRM software and Microsoft Office Suite.
• Basic knowledge of social media platforms (Facebook, Instagram, Twitter) and their customer engagement functions.
• A proactive and customer-focused attitude.
• Sales skills

Why Join Us?

• Competitive salary and bonuses.
• Opportunity to grow your career in the dynamic real estate sector.
• Training and development opportunities to enhance your skills.
• A supportive and innovative work environment.