Customer Success Specialist at Reftop Homes Limited

Key Responsibilities

• Lead client onboarding and guide customers through all stages of their property acquisition process
• Serve as the primary point of contact for clients, ensuring timely, clear, and professional communication
• Manage and resolve customer inquiries, complaints, and escalations to ensure high satisfaction levels
• Coordinate communication between clients, sales teams, and internal departments
• Support clients through closing and provide post-closing follow-up
• Collect and analyze customer feedback to improve service delivery and communication processes
• Supervise, train, and lead the customer service and communications team to meet performance targets
• Utilize CRM tools to track client interactions, follow-ups, and service metrics

Required Skills & Competencies

• Proven experience in customer service management, preferably in real estate or related industries
• Strong familiarity with CRM systems, especially Zoho Desk
• Telemarketing and outbound client engagement skills
• Excellent verbal and written communication skills
• Strong interpersonal and relationship-management abilities
• Effective problem-solving and conflict-resolution skills
• High level of organization with the ability to manage multiple clients and tasks
• Leadership skills with experience managing and motivating a team
• Customer-centric mindset with a passion for delivering exceptional service

Work Requirements:

• On-site role based in Sangotedo, Lagos
• Ability to work collaboratively across departments and lead a customer service team