Customer Service/Community Engagement Officer

Responsibilities:

Realtor Community Engagement & Management:

• Build, manage, and actively energize Wake Homes' realtor communities across WhatsApp groups and other platforms — keeping conversations lively, informative, and motivating
• Share project updates, marketing materials, sales incentives, and announcements with the realtor network in a timely and organised manner
• Design and run a recognition system that tracks, celebrates, and spotlights top-performing realtors to keep the community engaged and motivated
• Respond promptly to realtor enquiries, resolve issues, and serve as the consistent point of contact between Wake Homes and its partner agents
• Gather feedback from the realtor community and relay insights to management

Customer Service:

• Serve as the first point of contact for client and prospect enquiries across phone, email, and messaging platforms
• Respond to enquiries professionally, accurately, and within agreed response times
• Maintain organized records of client interactions, enquiries, and follow-ups
• Coordinate with the sales and management teams to ensure smooth handling of client requests, viewings, and documentation
• Follow up with prospects and nurture relationships through the customer journey

Social Media & Digital Engagement:

• Manage day-to-day responses to direct messages and comments across Wake Homes' social media platforms (Instagram, Facebook, LinkedIn, X, etc.)
• Ensure all online interactions reflect the Wake Homes brand voice — warm, premium, and professional
• Support the publishing of content and flag engagement trends or opportunities to management
• Maintain a consistent, responsive, and on-brand online presence

Administrative Support:

• Prepare and maintain reports, trackers, and presentations using Microsoft Office tools
• Support general administrative tasks related to customer and community management
• Keep accurate, up-to-date records and documentation

Requirements:

• Minimum of a Bachelor's degree (BSc) or Higher National Diploma (HND) in any relevant field
• 2+ years of experience in customer service, community management, social media management, or a related client-facing role
• Demonstrable, hands-on experience managing online communities or groups — WhatsApp, Telegram, or social platforms (you must be able to show this, not just describe it)
• Strong written and verbal communication skills in English
• Proficiency in Microsoft Office applications — Word, Excel, PowerPoint, Outlook (compulsory)
• Excellent interpersonal skills with a warm, professional, customer-first attitude
• Strong organizational skills and attention to detail
• Ability to multitask, prioritize, and remain responsive in a fast-paced environment
• Reliable, proactive, and able to work independently with minimal supervision
• Must reside in or within a comfortable commute of Magodo, Lagos
• Experience managing social media platforms for a brand or business
• Working familiarity with AI productivity tools (e.g. ChatGPT, Claude, Canva AI, or similar)
• Experience in real estate, property, or a related service industry
• Familiarity with CRM tools and basic graphic design tools (e.g. Canva)
• Experience designing or running a rewards, recognition, or loyalty programme

Benefits:

• A starting salary of ₦200,000 – ₦300,000 monthly, with a generous review on successful completion of a 6-month probation period
• The opportunity to build a community function from the ground up within a growing premium real estate brand
• A collaborative working environment with direct exposure to senior management