Head, Customer Experience at Wisdom Kwati Smart City

Wisdom Kwati Smart City - We are a company dedicated to building sustainable cities by integrating smart technologies in our service delivery, thereby providing our clients with luxurious yet tremendously affordable real estate solutions as well as investment opportunities and property management.

We are recruiting to fill the position below:

Job Title: Head, Customer Experience

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

Job Summary

• The Head, Customer Experience oversees the entire customer journey at WKSC, ensuring that every client and prospect receives exceptional service from first inquiry to after-sales support.
• The role focuses on managing inquiries, qualifying leads before handing them to Sales, ensuring smooth documentation follow-up, and maintaining high customer satisfaction.
• The position does not perform Sales or Legal duties but works closely with all departments to ensure a seamless service experience.

Key Duties & Responsibilities
Customer Engagement & Lead Nurturing:

• Receive and manage all inbound enquiries across phone, email, walk-ins, and digital channels.
• Qualify and nurture leads into warm, sales-ready prospects, then pass them to the Sales Team for closing (no selling or contract discussions).
• Maintain accurate logs of enquiries, follow-ups, and lead statuses.
• Provide detailed property information, pricing guidance (as provided by Sales/Admin), and respond to client concerns or basic FAQs.

Customer Experience Management:

• Develop and implement customer experience standards, scripts, and response systems.
• Ensure prompt, courteous, and professional communication with all clients.
• Supervise the Customer Experience team to ensure high performance and consistency.
• Improve customer journey touchpoints, ensuring smooth transitions to Sales, Legal, Finance, and Admin without duplication of roles.

Client Relationship & Support:

• Manage post-enquiry feedback and ensure timely resolution of complaints or service gaps.
• Follow up with clients on document submissions, meeting schedules, and service updates (not payments or contracts).
• Maintain positive long-term relationships with existing clients for referrals and brand reputation.

Reporting & Coordination:

• Prepare weekly and monthly customer service reports, enquiry trends, and conversion metrics.
• Work closely with Sales, Marketing, Legal, and Operations to ensure alignment of customer-related information.
• Recommend improvements in processes, communication, and client satisfaction.

Requirements

• Bachelor’s Degree in Business, Communications, Marketing, or related field.
• 3 - 5 years experience in customer experience, client relations, or front-office management (real estate experience is an advantage).
• Strong communication, team leadership, and interpersonal skills.
• Excellent phone etiquette, client engagement, and conflict-resolution ability.
• Proficiency in CRM tools, MS Office, and customer service systems.
• Ability to work under pressure, handle multiple enquiries, and maintain professionalism at all times.

Key Skills & Competencies:

• Customer-centric mindset
• Lead qualification (non-sales)
• Communication and interpersonal skills
• Complaint management
• Team leadership
• Coordination with cross-functional teams
• Reporting and documentation accuracy.

Salary
N250,000 - N270,000 / month.

Application Closing Date
29th December, 2025.