Customer Service Representative

Responsibilities:

• Manage and respond to client enquiries received through email, WhatsApp, phone and other approved channels.
• Review client documentation to ensure completeness, accuracy and compliance with company requirements.
• Follow up with clients on outstanding documentation and transaction requirements.
• Coordinate the signing, delivery and proper filing of client documents.
• Upload relevant client documents to the company's client web application.
• Maintain accurate and secure client records.
• Send monthly payment reminders to clients and follow up on outstanding payments.
• Liaise with the Accounting Team regarding payment confirmations and payment-related enquiries.
• Handle client enquiries relating to legal and transaction documentation and escalate complex matters to the Legal Team when necessary.
• Manage customer feedback and ensure complaints and concerns are properly documented and followed up to resolution.
• Maintain regular communication with clients throughout their property ownership journey.
• Coordinate client birthday messages and other approved client relationship initiatives.
• Work closely with Sales, Accounting, Legal, Operations and other relevant departments to resolve client issues.
• Maintain and organise client-related materials, property flyers and other relevant documents on designated company drives.
• Support email marketing and other client communication initiatives in collaboration with the Media Team.
• Prepare and submit weekly Customer Success reports.
• Track pending client requests, documentation, payments and unresolved issues.
• Identify recurring customer concerns and recommend ways to improve the customer experience.

Requirements:

• Bachelor's degree or HND in Business Administration, Estate Management, Mass Communication, Marketing, Customer Relations or a related field.
• Minimum of 2 years' experience in Customer Service, Customer Success, Client Relations, Account Management, Sales Support, Real Estate or a related role.
• Excellent verbal and written communication skills.
• Strong follow-up and relationship management skills.
• Excellent attention to detail and organisational ability.
• Ability to manage multiple clients and tasks effectively.
• Good documentation and record-keeping skills.
• Proficiency in Microsoft Office or Google Workspace.
• Experience using CRM systems or customer management platforms is an advantage.
• Ability to handle difficult customers and sensitive situations professionally.
• Strong problem-solving skills.
• Ability to work effectively across multiple departments.
• Must be comfortable working with digital tools and web-based applications.

Preferred Candidate

The ideal candidate is someone who:

• Takes ownership rather than waiting to be reminded.
• Is proactive with client follow-ups.
• Can manage several clients without losing track of details.
• Communicates professionally and confidently.
• Has strong emotional intelligence.
• Can handle pressure and difficult conversations calmly.
• Understands the importance of documentation and accurate records.
• Is comfortable working in a fast-paced, growing organisation.
• Has an interest in real estate and client relationship management.

Benefits:

• Career growth and development opportunities.
• Opportunity to work within a growing real estate company.
• Professional and collaborative work environment.
• Exposure to client relationship management, real estate operations and cross-functional teams.