Customer Relationship Manager

Alpha Mead Facilities & Management Services (AMFacilities) was incorporated in January 2006. Our primary focus is to provide Facility Management Services, Project Management and Real Estate Development Consultancy, and Training services support to corporate organisations and private investors with major Real Estate assets. We pride ourselves in the delivery of high quality professional services which ensure minimum total life cycle cost of assets to their owners.

We are recruiting to fill the vacant position below:

Job Position: Customer Relationship Manager
Job Location: Lagos

Summary

• The role entails ensuring the highest level of customer service throughout the company, hence understanding and satisfying the company’s customers’ requirements.
• The job holder is a customer portfolio officer who focuses on customer retention strategies through management of customer database, prompt response to enquiries and resolution of customer complaints.

Responsibilities

• Responsible for managing the customer database, responding to incoming emails and phone enquiries from customers.
• Manage and follow up with customer payment
• Initiate monthly newsletter/ project update
• Prepare offer letter for prospective customers
• Arrange for site visitation with customers
• Prepare and Plan for all marketing events
• Credit Control Personnel for customers
• Customer Engagement - (e.g Open House, Send out Birthday and Wedding wishes as at when due)
• Respond to all customer inquiries
• Prepare customer statement and email to them every month
• Responsible for customer documentation and KYC
• Provide General Administrative support to all clients and the sales team
• Ensure outstanding customer satisfaction by maintaining strong working relationships.
• Handle client escalations throughout the implementation life cycle in a timely and accurate fashion
• Schedule and conduct status meetings with appropriate development resources and customers e.g open house etc
• Assist sales team in referral business acquisitions, retention and management.
• Maintain complete and accurate customer correspondence data.
• Develop and update client related reports in a timely manner.
• Generate at least 1 referral business from each customer.
• Negotiate and manage agreements through sales business contract process.

Required Skills and Qualification

• Proven experience as a Client Relationship Manager
• Knowledge of customer relationship management (CRM) practices
• Experience in sales or customer service is preferred
• Problem-solving attitude
• Excellent communication skills
• Aptitude for fostering positive relationships
• Teamwork and leadership skills
• Customer-oriented mindset
• B.Sc/BA in Business Administration or similar field