Job Title: Team Lead, Customer Happiness
Location: Ikoyi, Lagos, Nigeria
Reports To: Chief Operations Officer
Industry: Real Estate
Employment Type: Full-Time

Job Summary
We are a leading real estate firm seeking an experienced individual to oversee our customer experience and ensure satisfaction, loyalty, and seamless service. They will also lead the Customer Happiness team in delivering exceptional after-sales support, managing feedback, and enhancing engagement for premium real estate clients.

Key Responsibilities
1. Customer Relationship Management
– Manage clients journey from purchase to post-delivery.
– Build/maintain relationships with new and existing clients.
– Resolve escalations empathetically and promptly with utmost professionalism.

2. Team Leadership & Performance
– Supervise, coach, and develop the team to meet targets.
– Set standards/KPIs for timely issue resolution.
– Promote a customer-centric culture for satisfaction/retention.

3. Process Improvement & Service Quality
– Evaluate operations for improvements.
– Implement enhancements for efficiency/experience.
– Collaborate with the Sales, Projects, Legal, and Finance departments for streamlined delivery.

4. Reporting & Analytics
– Generate and present reports on feedback, resolutions, and metrics.
– Use insights for retention strategies and operational excellence.

Qualifications
– Bachelor’s in Business Administration, Marketing, or related.
– 5–7 years in customer service/client relations, preferably in the real estate/service industry.
– Proven leadership experience managing customer-facing teams.
– Strong communication, interpersonal, and problem-solving skills.
– Proficient in CRM tools/support systems.

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