Key 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.

Requirements

Key Skills & Qualifications:

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.