Customer Care Representative at Fidelam Homes Limited

Fidelam homes Limited is a real estate development company incorporated in Nigeria and located in the federal capital territory. At Fidelam homes we believe in integrity, commitment to excellence, a professional attitude and personalized care. We take pride in our exception architectural and modern home designs while keeping in mind affordability. Customer care is one of our strongest priority as we value our clients and provide bespoke service you deserve.

We are recruiting to fill the position below:

Job Title: Customer Care Representative

Location: Abuja (FCT)
Employment Type: Full-time

Responsibilities
Client Communication and Inquiry Management:

• Frontline Contact: Serve as the first point of contact for clients, real estate agents, property managers, and other stakeholders via phone, email, chat, or in-person.
• Answer Inquiries: Provide accurate and timely information regarding property details, listings, leasing processes, company services, policies, and market trends.
• Guide and Educate: Help prospective clients (buyers, sellers, renters) through the initial stages of the process by answering basic questions and explaining procedures.
• Professionalism: Maintain a professional, friendly, and courteous demeanor in all interactions to build and sustain positive customer relationships.

Issue Resolution and Complaint Handling:

• Resolve Complaints: Actively listen to customer complaints or issues, clarify the problem, determine the cause, and select/explain the best solution.
• Maintenance Coordination (especially in property management): Receive and process requests for maintenance or repair issues, issue work orders to appropriate contractors, and manage the process to ensure timely and satisfactory completion.
• Follow-Up: Conduct follow-ups with clients to ensure their issues have been fully resolved and they are satisfied with the outcome.
• Escalation: Identify and escalate complex or high-priority issues to the appropriate internal teams (like sales agents, legal, or management) for resolution.

Administrative and Support Duties:

• Scheduling: Schedule appointments, property showings, and meetings for clients and real estate agents.
• Documentation and Record Keeping: Accurately record all client interactions, transactions, and feedback in the company's Customer Relationship Management (CRM) system or other databases.
• Paperwork Assistance: Assist clients and agents with basic administrative tasks, such as initial paperwork, documentation, or processing certain forms.
• Database Management: Ensure property records, client contact details, and other relevant data are up-to-date and accurate.

Internal Collaboration and Service Improvement:

• Teamwork: Collaborate closely with real estate agents, sales, maintenance, and other departments to ensure seamless service delivery and address client needs effectively.
• Feedback Collection: Proactively collect and analyze customer feedback (surveys, reviews) to identify areas for improvement.
• Provide Internal Feedback: Offer feedback to the company on client pain points and common issues to help refine services and policies.
• Stay Informed: Continuously learn and stay up-to-date on company policies, services, real estate market trends, and regulations to provide the most current information.

Sales Support (in some roles):

• Identify Leads: Be alert to opportunities to generate sales leads and pass them on to the sales team.
• Upselling/Cross-selling: In some capacities, they may provide information or suggestions about additional services or products to enhance the customer experience.

Qualifications

• Interested candidates should possess a Bachelor's Degree with 3 years work experience.

Application Closing Date
15th October, 2025.

Method of Application
Interested and qualified candidates should send their CV to: ElizabethKolawole@fidelamhomes.com using the Job Title as the subject of the mail.