Customer Experience Officer

About this role

A Customer Experience Officer is sought to manage client relationships, handle inquiries and complaints, and ensure a smooth customer journey from first contact through project completion and after-sales support. The role focuses on strong communication and relationship management, with experience preferred in real estate, construction, interior design, or related sectors. The employer, Joes & Eves, positions itself as a business management and solutions provider for MSMEs in Nigeria, delivering customer-centric services. The job requires coordinating with multiple teams to resolve issues and maintain accurate client records, while protecting confidential information. Candidates must be prepared to work in Lekki, Lagos and uphold professional, courteous service at all times.

What you would do

• Serve as the primary contact for customer inquiries, complaints, feedback and service requests.
• Respond to clients via phone, email, WhatsApp and other channels.
• Manage client relationships from initial inquiry to project completion and after-sales support.
• Provide updates on project progress, delivery timelines and service-related matters.
• Coordinate with Operations, Sales, Project Management and Administrative teams to resolve concerns.
• Handle complaints professionally and ensure timely resolution and follow-up.
• Monitor customer satisfaction and propose improvements to service delivery.
• Maintain accurate customer records, logs and feedback reports.
• Follow up with clients after project completion to assess satisfaction and encourage referrals and repeat business.
• Schedule client meetings, consultations, site visits and follow-up appointments.

What they are asking for

• Bachelor's Degree or HND in Business Administration, Mass Communication, Marketing, Public Relations or related discipline.
• Minimum of 4 to 6 years' relevant experience in customer experience, customer service or client relations.
• Experience in real estate, construction, interior design, property development or related industries preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal, problem-solving and relationship management abilities.
• Ability to manage complaints and difficult customer situations professionally.
• Good organisational skills, attention to detail and effective follow-up abilities.
• Proficiency in Microsoft Office, email, WhatsApp Business and CRM tools.
• Professional, courteous, customer-focused disposition and willingness to work in Lekki, Lagos.

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