Head of Customer Service Job at Rekrut Consulting Limited

Rekrut Consulting is a Human Capital Development Company. We focus on Corporate Training, Workforce Outsourcing, Recruitment, HR Outsourcing and HR Consulting

We are recruiting to fill the position below:

Job Position: Head of Customer Service

Job Location: Lagos Mainland, Lagos
Employment Type: Full-time
Industry: Real Estate Company


  • We are seeking a highly motivated and experienced individual to join our team as the Head of Customer Service for our reputable real estate company.
  • The successful candidate will lead and manage our customer service department, ensuring exceptional service delivery to our clients and maintaining our company's reputation for excellence.

Key Responsibilities
Team Leadership:

  • Supervise and guide the customer service team, providing direction, coaching, and support to ensure a high level of service.
  • Foster a positive and collaborative team environment, promoting teamwork, continuous improvement, and professional development.

Client Relations:

  • Establish and maintain strong relationships with clients, acting as a point of escalation for complex issues and ensuring their concerns are addressed promptly and effectively.
  • Proactively seek feedback from clients and utilize insights to enhance service quality and satisfaction.

Service Standards:

  • Develop, implement, and uphold customer service policies, procedures, and standards to ensure consistent and exceptional service delivery.
  • Monitor and assess team performance to identify areas for improvement and implement necessary changes.

Issue Resolution:

  • Oversee the resolution of customer complaints, ensuring prompt and effective solutions that meet client expectations.
  • Collaborate with other departments to address root causes of issues and implement preventive measures.

Training and Development:

  • Plan and deliver training programs to enhance the skills and knowledge of the customer service team, ensuring they are well-equipped to assist clients effectively.


  • Act as a liaison between clients and other departments, conveying relevant information to ensure smooth operations and timely response to client inquiries.

Performance Analysis:

  • Analyze key performance indicators (KPIs) related to customer service, prepare regular reports, and present findings to senior management.
  • Use data-driven insights to make informed decisions and improvements to service processes.

Innovation and Improvement:

  • Continuously seek opportunities to enhance customer service offerings, streamline processes, and implement new technologies to improve efficiency and client satisfaction.

Market Insights:

  • Stay informed about industry trends, market conditions, and customer preferences to adapt customer service strategies accordingly.


  • Bachelor's Degree in Business Administration, Real Estate, or a related field (an advanced degree is a plus).
  • Must have 4-10 years of experience
  • Proven experience in a customer service leadership role, preferably within the real estate industry.
  • Proficient in using CRM systems and customer service software.
  • Analytical mindset with the ability to interpret data and drive improvements.
  • Detail-oriented and committed to delivering high-quality service.
  • Strong leadership and team management skills, with the ability to motivate, coach, and develop team members.
  • Exceptional communication and interpersonal skills.
  • Problem-solving and conflict-resolution abilities.
  • Knowledge of real estate market dynamics and regulations is advantageous.

N200,000 - N250,000 / Month

Method of Application
Interested and qualified candidates should send their CV to: hecrecruit.humanresources@gmail.com using the Job Position as the subject of the email.