Customer Experience Officer at MKH Properties Limited

Job Summary

• We are seeking a highly motivated and detail-oriented Customer Experience Officer to join our team in the real estate sector.
• The ideal candidate will be responsible for ensuring that our clients have a seamless and satisfactory experience throughout their real estate journey — from initial inquiry through property acquisition, after-sales services, and beyond.
• This role requires strong communication, empathy, problem-solving, and process management skills.

Key Responsibilities

• Act as the first point of contact for prospective and existing clients across all communication channels (phone, email, social media, walk-ins).
• Handle customer inquiries, complaints, and feedback professionally and promptly, escalating complex issues when necessary.
• Maintain accurate and updated client records using CRM tools.
• Liaise with internal departments (sales, legal, operations, etc.) to follow up on client requests, updates, and project timelines.
• Assist in the development and implementation of customer service policies, standards, and procedures.
• Conduct periodic client check-ins and satisfaction surveys to assess service quality and identify improvement areas.
• Educate clients on product offerings, promos, payment plans, and other relevant information.
• Track and analyze customer interactions to provide insight into customer trends and areas for improvement.
• Promote customer loyalty and retention through personalized and solution-driven service.

Requirements and Qualifications

• Bachelor's Degree in Business Administration, Marketing, Communications, or related field.
• Minimum of 1 – 2 years of experience in customer service, preferably in real estate or a related industry.
• Excellent verbal and written communication skills.
• Strong interpersonal and conflict resolution skills.
• Familiarity with CRM systems and the Microsoft Office Suite.
• Attention to detail and commitment to delivering excellent customer service.
• Proximity to Lekki – Ajah is required.