Head of Customer Relations at Tilden Development Limited

Tilden Development Limited is a development company that specializes in innovative residential hospitality and commercial developments in Lagos. Our aim is to harness investments in the real estate sector and provide our investors with transparency, quality customer satisfaction, and timely service delivery.

We are recruiting to fill the position below:

Job Title: Head of Customer Relations

Location: Lekki, Lagos

Key Responsibilities

• Lead and manage the customer relations department, ensuring the delivery of exceptional service to customers.
• Develop and implement effective customer service policies, procedures, and strategies to improve overall customer experience.
• Create and maintain customer service standards to meet and exceed customer expectations.
• Analyze customer feedback, complaints, and insights to drive improvements and resolve issues in a timely and professional manner.
• Train, mentor, and lead a team of customer service professionals to ensure high levels of engagement, performance, and professional development.
• Collaborate with cross-functional teams (sales, marketing, operations, etc.) to align customer service initiatives with business goals and objectives.
• Measure and report on customer satisfaction levels, using key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Handle escalated customer concerns, ensuring swift and effective resolution, and maintaining customer satisfaction.
• Develop and maintain strong relationships with key customers, acting as the primary point of contact for any high-level queries or issues.
• Stay up-to-date with industry trends, customer service technologies, and best practices, ensuring the company remains at the forefront of customer experience innovation.

Qualifications

• Bachelor’s Degree in Business Administration, Marketing, or a related field.
• 3 years of experience in a senior customer service or customer relations role in a tech company.
• Proven track record of developing and leading high-performing teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical abilities with experience in customer experience metrics and tools.
• Ability to work under pressure and manage multiple priorities simultaneously.
• A deep passion for delivering outstanding customer experiences and building long-lasting relationships.

Preferred Skills:

• Experience with CRM platforms and customer service software.
• Knowledge of customer loyalty programs and retention strategies.
• Familiarity with the latest trends in customer engagement and support technologies.

Salary
N300,000 - N400,000 monthly.

Application Closing Date
Not Specified.