Customer Care Representative at Fidelam Homes Limited

Job Description

Company Overview:

Fidelam Homes Limited is a real estate development company incorporated in Nigeria and located in the Federal Capital Territory. The company is built on the values of integrity, commitment to excellence, professionalism, and personalized care. Fidelam Homes takes pride in exceptional architectural designs and modern, affordable housing solutions. Customer care remains a top priority, ensuring every client receives the bespoke service they deserve.

Job Title

Customer Care Representative

Location

Abuja (FCT)

Employment Type

Full-time

Responsibilities

Client Communication and Inquiry Management:

• Serve as the first point of contact for clients, real estate agents, property managers, and other stakeholders via phone, email, chat, or in-person.
• Provide accurate and timely information regarding property listings, leasing processes, and company services.
• Guide prospective clients through the initial stages of buying, selling, or renting properties.
• Maintain a professional and courteous demeanor to build strong client relationships.

Issue Resolution and Complaint Handling:

• Address and resolve customer complaints by identifying issues, determining causes, and providing effective solutions.
• Coordinate maintenance or repair requests, issue work orders, and ensure timely completion.
• Follow up with clients to confirm resolution and satisfaction.
• Escalate complex issues to the appropriate internal teams when necessary.

Administrative and Support Duties:

• Schedule property showings, appointments, and meetings.
• Maintain accurate records of client interactions and transactions in the company’s CRM system.
• Assist with administrative paperwork and ensure all documentation is properly processed.
• Keep client and property databases updated and accurate.

Internal Collaboration and Service Improvement:

• Collaborate with sales, maintenance, and management teams to deliver excellent service.
• Collect and analyze client feedback to identify service improvement areas.
• Provide internal insights on recurring customer issues to refine company policies.
• Stay informed on company offerings, real estate trends, and regulations.

Sales Support:

• Identify potential sales leads and forward them to the sales team.
• Provide information about additional services or products to enhance customer satisfaction.

Qualifications

• Bachelor’s Degree with a minimum of 3 years relevant work experience.