Head, Customer Service Job at Cruxstone Development and Investment Limited

Cruxstone Development and Investment Limited is a metropolitan Real Estate Development and Investment firm, established in 2016 and with a track record of fastest selling and fastest growing high-end real estate developer in Nigeria. We boast of over 30 years of combined management experience in the real estate development and investment space and completed several millions of dollars’ worth, in urban real estate transactions all within the Lagos metropolis.

We are recruiting to fill the position below:

Job Position: Head, Customer Service

Job Location: Lagos 
Employment Type: Full-time

Responsibilities
Client Relations and Communications:

• Develop and implement strategies to enhance client relationships and improve customer satisfaction.
• Oversee the communication of regular project updates to clients, ensuring timely and accurate information, especially for clients in the diaspora.
• Ensure all client interactions reflect Cruxstone Group's commitment to excellence and professionalism.

Instalment Collections:

• Manage the process of collecting instalment payments from clients, ensuring accuracy and timeliness.
• Coordinate with the finance department to track and record all payments accurately.
• Address any issues or discrepancies in payment collections promptly.

Data Protection:

• Ensure all client data is handled in compliance with the Nigerian Data Protection Regulation (NDPR) and other relevant laws.
• Implement and maintain data protection policies and procedures to safeguard client information.
• Conduct regular audits to ensure data protection measures are effective and up to date.

Client Engagement:

• Maintain an up-to-date database of client birthdays and ensure clients receive personalized birthday greetings.
• Develop and execute engagement strategies to strengthen client loyalty and retention.

Documentation and Receipts:

• Work closely with the relevant departments to ensure all client documentation issues are resolved promptly.
• Oversee the timely issuance of receipts for all client remittances.
• Ensure all client interactions and transactions are documented accurately and securely.

Customer Satisfaction:

• Monitor and analyse client feedback to identify areas for improvement in service delivery.
• Develop and implement initiatives to enhance the overall client experience.
• Address and resolve client complaints and issues efficiently and effectively.

Leadership:

• Develop and inspire a team to implement the strategy and to achieve objectives and targets
• Develop team succession plan to ensure stability and assure talent readiness for promotion and expansion
• Lead, coach and develop direct reports and the team so they are engaged, fulfilling their potentials and delivering on their goals and objectives
• Mentor team to ensure personal and organizational development.

Others:

• Increase customer satisfaction by personalizing anniversaries and other cooperate gifts.
• identify potential up-selling opportunities.
• Promote client referrals to increase market share.
• Effectively manage all clients and personal records.
• Develop policies and procedures for the unit use and business continuity
• Supervise the team’s activities to ensure accuracy in document preparation and filing.
• Develop unit strategic objectives and goals with a monthly progress report to the management.
• Develop a customer satisfaction strategy for all our subsidiaries.

Method of Application 
Interested and qualified candidates should send a copy of their CV to: careers@cruxstone.com.ng using the Job Position as the subject of the email.