Job Title: Customer Service Executive
Organisation: Buildnet
Duty Station: Kampala, Uganda
About US:
Buildnet is a private limited liability company that was incorporated in 2011 under the laws of the Republic of Uganda. We are a Reputable, Compliant and Trusted Real Estate Development Company that has made a mark in providing Quality and Affordable housing options for people from all walks of life most notably, one, two and three bedroom Apartments for sale, richly endowed stand-alone villas all ranging from as low as 65M UGX.
Key Duties and Responsibilities:
Customer Inquiries & Information Provision:
- Serve as the first point of contact for clients and potential customers, providing accurate information about Buildnet Uganda’s condominiums, pricing, features, availability, and payment plans.
- Respond to client inquiries through various communication channels (e.g., phone, email, online chat, and in-person).
- Understand customer needs and provide tailored recommendations on available properties, guiding them through the selection process.
- Educate clients on Buildnet Uganda’s sales process, project timelines, and contractual obligations.
Customer Support & Relationship Management:
- Build and maintain strong relationships with current and prospective clients, offering personalized support throughout the purchasing process.
- Address customer concerns, issues, and complaints in a professional, timely, and efficient manner, ensuring customer satisfaction and resolution of any challenges.
- Follow up with clients after their initial inquiries or transactions to ensure satisfaction and offer further assistance.
- Coordinate with the sales, legal, and construction teams to ensure smooth communication and timely updates to clients regarding their purchases or projects.
Sales Support:
- Assist the sales team in facilitating the purchase process by providing necessary customer details and ensuring all relevant information is captured accurately.
- Help schedule property viewings, meetings, and consultations for clients with the sales team.
- Maintain customer records and manage databases to track customer interactions, inquiries, and status updates on property sales or construction projects.
- Support the sales team in achieving sales targets by promoting properties and assisting with closing deals.
Customer Feedback & Satisfaction Monitoring:
- Regularly collect feedback from customers regarding their experience with Buildnet Uganda’s services and use this information to improve processes.
- Conduct customer satisfaction surveys and ensure timely follow-up to resolve any issues or concerns.
- Analyze customer feedback and collaborate with the relevant departments to improve customer service procedures and overall client satisfaction.
Handling Documentation & Administrative Support:
- Assist with the preparation and management of customer-related documents, such as contracts, invoices, payment receipts, and other relevant paperwork.
- Ensure that client records are updated regularly, and maintain confidentiality in handling sensitive client information.
- Coordinate with the finance and legal departments to ensure that documentation is accurate and in compliance with company policies.
Problem Resolution & Escalation:
- Handle challenging customer situations with professionalism, taking ownership of issues and ensuring prompt resolution.
- Identify patterns in customer complaints or issues and work with relevant departments to address recurring problems or inefficiencies.
- Escalate complex or unresolved issues to the Customer Service Manager or other senior staff members when necessary.
Administrative & General Support:
- Provide general administrative support to the customer service department, such as scheduling meetings, organizing documents, and preparing reports.
- Stay informed about current property listings, construction updates, and company policies to provide accurate and up-to-date information to customers.
- Assist in managing the company’s customer service processes, ensuring that the department operates efficiently and effectively.
Qualifications, Skills and Experience:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Certification in Customer Service or a similar qualification is an added advantage.
Experience:
- At least 3 years of experience in customer service, preferably in the real estate, construction, or related industries.
- Familiarity with sales and customer relationship management systems.
Skills:
- Excellent verbal and written communication skills.
- Strong interpersonal skills with the ability to engage with clients and build long-lasting relationships.
- Active listening skills, with the ability to understand client needs and provide tailored solutions.
- Proficiency in using office software such as Microsoft Office Suite and CRM systems.
- Ability to handle complaints and resolve issues professionally and effectively.
- Strong organizational skills with attention to detail.
Personal Attributes:
- Patient, empathetic, and customer-centric with a focus on delivering excellent service.
- Solution-oriented and able to manage challenging situations calmly and efficiently.
- Ability to work well under pressure, manage multiple tasks, and meet deadlines.
- Positive attitude, professional demeanor, and strong work ethic.
- Ability to collaborate with other departments to enhance customer satisfaction.
How to Apply:
All candidates should apply online at the link below.
NB: Physical/ hard copies will not be accepted.
Deadline: 10th February 2025
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