Head of Customer Relations at Tilden Development Limited

Tilden Development Limited is a Lagos-based development firm that focuses on creative residential and commercial projects. Our goal is to leverage real estate investments and offer our investors timely service delivery, high-quality customer satisfaction, and transparency.

Where: Lekki, Lagos

Principal Duties

• Oversee and direct the customer relations division, making sure that clients receive outstanding service.
• To enhance the general customer experience, create and implement efficient customer service policies, practices, and initiatives.
• Use important metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to measure and report on customer satisfaction levels.
• Manage client problems that have escalated, making sure they are resolved quickly and effectively while preserving customer happiness.
• As the principal point of contact for any high-level questions or concerns, cultivate and preserve good relationships with important clients.
• Make sure the business stays at the forefront of customer experience innovation by being current with industry trends, customer service technologies, and best practices.
• To meet and surpass client expectations, establish and uphold standards for customer service.
• Examine consumer comments, grievances, and insights to promote enhancements and promptly and expertly address problems.
• To guarantee high levels of engagement, performance, and professional growth, train, advise, and oversee a group of customer service experts.
• Work together with cross-functional teams (sales, marketing, operations, etc.) to match company objectives and goals with customer service efforts.

Requirements

• A bachelor’s degree in marketing, business administration, or a similar discipline.
• Three years of experience working for a tech company in a senior customer service or customer relations position.
• Outstanding interpersonal, communication, and problem-solving abilities.
• Strong analytical skills and familiarity with technologies and analytics related to the customer experience.
• The capacity to handle several responsibilities at once and perform well under duress.
• A strong desire to create enduring relationships and provide exceptional client experiences.
• Demonstrated ability to build and manage high-achieving teams.

Preferred Capabilities:

• Familiarity with customer support software and CRM platforms.
• Familiarity with retention tactics and customer loyalty initiatives.
• Knowledge of the most recent developments in customer support and engagement technologies.

Monthly salary:

N300,000 to N400,000.

Application Process:

Candidates who are interested and qualified should send their resumes to  hr2@tildenng.com with the job title in the subject line.