Customer Relationship Officer at De koolar Nigeria Limited

Job Description

• As a Customer Relationship Officer at De Koolar Nigeria Limited, you will be the voice and face of our customer-first philosophy.
• You will respond to customer inquiries, provide timely support, inbound sales handling, follow up on product/service delivery issues, and ensure that each customer interaction reinforces our commitment to quality and service excellence.

Responsibilities
Customer Relationship Management:

• Respond promptly to customer inquiries via phone, WhatsApp, email, and in-person visits.
• Support product warranty claims and coordinate after-sales services.
• Build rapport with leads and clients, maintaining positive engagements through the customer lifecycle.
• Follow up with customers post-installation to ensure satisfaction and capture feedback.
• Handle complaints tactfully and route complex issues to your line manager.
• Uphold De Koolar’s values in all customer interactions and represent the company with professionalism.

Inbound Sales Handling:

• Respond promptly and professionally to all walk-in, call-in, and online inquiries.
• Qualify prospects by understanding their needs and recommending suitable cold room or HVAC solutions.
• Follow up rigorously via calls, WhatsApp, email, or physical visits to convert interest into sales.

CRM & Sales Tracking:

• Maintain detailed and accurate customer records in the CRM system.
• Log all customer interactions, leads, and quotes into the ERP/CRM system.
• Ensure no inquiry is lost, and that all fields (contact, interest, budget, timeline) are captured accurately.
• Maintain updated records of follow-ups and projected conversion dates.

Internal Collaboration:

• Work with engineers, technicians, and logistics to ensure seamless customer onboarding and fulfillment.
• Provide input to the digital marketing team about trending questions or product interests for campaign optimization.

Success Indicators

• Lead conversion rate (inquiries to paying customer)
• Daily follow-up effectiveness & response rate
• Data accuracy in ERP/CRM

Requirements

• Bachelor’s Degree or HND in Marketing, Business Administration, or any related field.
• 1 – 3 years of experience in customer-facing roles, preferably in sales, technical support, or B2B service.
• Strong verbal and written communication skills.
• Must have prior experience and proficiency using ERP / CRM systems and Microsoft Office Suite.
• High initiative, emotional intelligence, and result orientation.
• Candidates must reside at Agege, Berger/Ojodu, Ogba axis.

Competencies:

• Attention to Detail
• Proven customer support experience.
• Ability to multi-task, prioritize and manage time effectively.
• Familiar with CRM systems and practices.
• Strong phone contract handing skills and active listening.
• Resolving Conflicts
• People Oriented.
• Ability to work under pressure.
• Positive Attitude.