Customer Relationship Officer at De Koolar Nigeria Limited

De Koolar Nigeria Limited is a 100% owned indigenous HVAC Company with over two decades of industry experience. We are leading Nigerian manufacturers and suppliers of a range of Ice Block Making Machine, Cold room, Blast Freezer, Display Chiller Fridge, Industrial Ovens, Refrigerators and Air Conditioners, among other domestic and industrial heat transfer equipment. Our services include all aspects of design, installation, maintenance and repairs of domestic, commercial and industrial systems.

Job Title: Customer Relationship Officer

Location: Agege, Lagos

Employment Type: Full-time

Job Description

• As a Customer Relationship Officer at De Koolar Nigeria Limited, you will be the voice and face of our customer-first philosophy.
• You will respond to customer inquiries, provide timely support, inbound sales handling, follow up on product/service delivery issues, and ensure that each customer interaction reinforces our commitment to quality and service excellence.

Responsibilities
Customer Relationship Management:

• Respond promptly to customer inquiries via phone, WhatsApp, email, and in-person visits.
• Support product warranty claims and coordinate after-sales services.
• Build rapport with leads and clients, maintaining positive engagements through the customer lifecycle.
• Follow up with customers post-installation to ensure satisfaction and capture feedback.
• Handle complaints tactfully and route complex issues to your line manager.
• Uphold De Koolar’s values in all customer interactions and represent the company with professionalism.

Inbound Sales Handling:

• Respond promptly and professionally to all walk-in, call-in, and online inquiries.
• Qualify prospects by understanding their needs and recommending suitable cold room or HVAC solutions.
• Follow up rigorously via calls, WhatsApp, email, or physical visits to convert interest into sales.

CRM & Sales Tracking:

• Maintain detailed and accurate customer records in the CRM system.
• Log all customer interactions, leads, and quotes into the ERP/CRM system.
• Ensure no inquiry is lost, and that all fields (contact, interest, budget, timeline) are captured accurately.
• Maintain updated records of follow-ups and projected conversion dates.

Internal Collaboration:

• Work with engineers, technicians, and logistics to ensure seamless customer onboarding and fulfillment.
• Provide input to the digital marketing team about trending questions or product interests for campaign optimization.

Success Indicators

• Lead conversion rate (inquiries to paying customer)
• Daily follow-up effectiveness & response rate
• Data accuracy in ERP/CRM

Requirements

• Bachelor’s Degree or HND in Marketing, Business Administration, or any related field.
• 1 – 3 years of experience in customer-facing roles, preferably in sales, technical support, or B2B service.
• Strong verbal and written communication skills.
• Must have prior experience and proficiency using ERP / CRM systems and Microsoft Office Suite.
• High initiative, emotional intelligence, and result orientation.
• Candidates must reside at Agege, Berger/Ojodu, Ogba axis.

Competencies:

• Attention to Detail
• Proven customer support experience.
• Ability to multi-task, prioritize and manage time effectively.
• Familiar with CRM systems and practices.
• Strong phone contract handing skills and active listening.
• Resolving Conflicts
• People Oriented.
• Ability to work under pressure.
• Positive Attitude.

Application Closing Date
10th June, 2025.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of email.