Client Relation & Retention Executive

Responsibilities:

• Manage relationships with existing clients and serve as a key point of contact throughout their customer journey.
• Proactively follow up with clients and provide timely updates on payments, documentation, allocation, surveys, and other property-related processes.
• Handle client enquiries, complaints, and concerns professionally and ensure timely resolution.
• Work closely with Sales, Operations, Accounts, Legal, and other teams to resolve client issues.
• Monitor pending client requests and ensure nothing falls through the cracks.
• Re-engage inactive or dissatisfied clients and identify opportunities for retention.
• Build strong relationships that encourage repeat business, referrals, and long-term loyalty.
• Maintain accurate client records and follow-up schedules.
• Track client feedback and identify recurring issues that can improve our customer experience.
• Prepare regular reports on client engagement, complaints, resolutions, and retention.

Requirements:

• Has 2–4 years’ experience in Client Relations, Customer Success, Customer Service, Account Management, or a similar role.
• Has excellent communication and interpersonal skills.
• Is confident handling difficult conversations and resolving client concerns.
• Is highly organized and excellent at follow-up.
• Takes ownership instead of constantly waiting for instructions.
• Is empathetic, patient, professional, and solution-oriented.
• Can communicate effectively through phone calls, WhatsApp, email, and face-to-face interactions.
• Is comfortable working in a fast-paced, target-driven environment.
• Experience in real estate or property-related services is an added advantage.

Location: Yaba, Lagos