Client Relations Executive

Responsibilities:

Client Relationship Management:

• Build and maintain strong relationships with existing and prospective clients.
• Serve as the primary point of contact for client inquiries and complaints.
• Ensure timely resolution of client concerns and escalations.
• Maintain accurate client records and communication logs.

Client Retention & Repeat Business:

• Develop strategies to improve client satisfaction and retention.
• Follow up with clients after purchase to encourage repeat patronage.
• Maintain regular engagement with clients through calls, messages, and updates.
• Identify opportunities for upselling and cross-selling company properties/services.

Referral Management:

• Encourage satisfied clients to refer new customers.
• Track referral leads and referral conversion performance.
• Maintain referral databases and reward coordination where applicable.

Inbound Call Management:

• Handle inbound inquiries professionally and promptly.
• Provide accurate information regarding properties, payments, allocations, documentation, and inspections.
• Escalate unresolved matters appropriately.
• Ensure excellent telephone etiquette and customer service delivery.

Levy Collection & Payment Follow-Up:

• Follow up with clients on outstanding levies, installment payments, survey fees, and other obligations.
• Send payment reminders and maintain payment schedules.
• Work closely with the accounts department for reconciliation and payment confirmation.

Allocation Management:

• Coordinate property allocation processes with relevant departments.
• Follow up on allocation letters, surveys, deeds, and related documentation.
• Ensure clients receive proper updates regarding allocation status.

Site Inspection Coordination:

• Schedule and coordinate client site inspections.
• Attend inspections where necessary and provide property information.
• Ensure proper documentation of inspection attendance and feedback.
• Follow up with prospects after inspections to drive conversions.

Reporting, Documentation, and Data Management:

• Prepare weekly and monthly client relations reports.
• Maintain proper records of follow-ups, complaints, allocations, and collections.
• Track customer satisfaction and feedback trends.
• Maintain accurate records of all client interactions, payment statuses, and allocation dates in the designated database.

Requirements:

• Bachelor’s Degree or HND in Business Administration, Marketing, Mass Communication, Estate Management, or related field.
• Minimum of 2 years’ experience in client relations, customer service, or real estate operations.
• Experience in the real estate industry is an added advantage.
• Strong communication and interpersonal skills.
• Excellent negotiation and conflict resolution abilities.
• Proficiency in Microsoft Office and CRM systems.
• Ability to multitask and manage client relationships effectively.

Key Performance Indicators (KPIs):

• Client retention rate
• Repeat business generated
• Referral conversion rate
• Levy/payment recovery rate
• Client satisfaction score
• Number of successful site inspections coordinated
• Response time to client inquiries
• Allocation processing efficiency