Customer Experience Manager at Chateau Royal Real Estate Limited

Responsibilities

• Maintain up to date record of clients with outstanding payment for recovery purpose.
• Building long-term relationships with key clients.
• Addressing customer concerns and complaints.
• Build relationships with key employees among customers
• Create plans to address clients’ business needs
• Schedule regular follow up with customers to ensure they are satisfied
• Act as point of contact for complaints and escalate issues as appropriate
• Help sales team up-sell or cross-sell services and products
• Provide high level support service by taking ownership of all customer recovery process initiated through to resolution and satisfactory closure.
• Profile clients for appointment scheduling and ensure target number of visits is scheduled within defined timeline
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.
• Dealing with internal queries about payments, ensuring customers pay on time and negotiating re-payment plans if need arises.
• Ensure periodic (daily/weekly) update notice are drafted and sent to customers requesting payment of overdue/outstanding balance.
• Collaborate with appropriate units on issues of customer account reconciliation.
• Liaise with appropriate units to resolve customer issues for recovery purpose.
• Capture feedback from customer to drive continuous improvement in service deliver.

Skills and Qualifications

• A customer-oriented attitude
• Excellent communication and negotiation skills
• Good team player and pays attention to detail.
• Ability to work under pressure and meet deadlines.
• Capable networker with excellent interpersonal, communication, business relationship officer.
• Background in customer service; industry knowledge (Real Estate) is essential.
• Analytical thinker with strong conceptual and research skills.
• Proficient with Microsoft Software.

Behavioral Skills:

• Decision Making Skills, Negotiation Skills, Communication Skills, Analytical Skills, Resilient, Flexible, adaptable in a dynamic and fast-paced environment.

Personal Qualities:

• Between age 30-45years Old Strictly.
• Proximity to living in Obalende, Lekki & Victoria Island Lagos.