Customer Care Representative

Job Summary

The Customer Care Representative is responsible for building and maintaining strong relationships with clients of BTH Real Estate and Farmlands by delivering exceptional customer support before, during, and after land purchase or farmland investment.

The officer will guide clients through the company’s land ownership and farmland monetization process, ensuring clients receive timely updates, clear communication, professional support, and confidence in the company’s services.

The ideal candidate must be friendly, persuasive, emotionally intelligent, patient, organized, responsive, and highly committed to customer satisfaction and business growth.

Core Responsibilities

Customer Inquiry Management

Respond promptly to customer inquiries through:

• Phone calls
• WhatsApp
• Social media
• Emails
• Walk-ins

Provide accurate information about:

• Land locations
• Pricing
• Payment plans
• Farm investment opportunities
• ROI expectations
• Allocation process
• Documentation process
• Attend to customer complaints professionally and promptly.
• Ensure every inquiry is attended to within the approved response time.

Lead Follow-Up & Conversion Support

• Follow up with prospective clients consistently.
• Nurture leads until they are ready to purchase.
• Explain company offers in a convincing and professional manner.
• Assist the sales team in converting prospects into paying clients.
• Maintain proper lead records and follow-up schedules.
• Re-engage old leads and inactive customers.

Client Onboarding

Welcome new customers professionally.

Guide clients through onboarding procedures.

Help clients understand:

• Land ownership process
• Farm monetization model
• Expected timelines
• Payment structures
• Documentation stages
• Ensure all client information and documentation are complete.
• Educate clients on company policies and procedures.

Customer Relationship Management

Build long-term relationships with clients.

Maintain regular communication with customers.

Send updates regarding:

• Land allocation
• Farm progress
• Harvest activities
• Documentation progress
• Inspection dates
• Appreciation opportunities
• Maintain customer trust and confidence.
• Ensure clients feel valued and informed.

Complaint Resolution & Escalation

• Handle complaints calmly and professionally.
• Resolve customer concerns quickly and effectively.
• Escalate sensitive or unresolved matters appropriately.
• Follow up until issues are fully resolved.
• Maintain complaint logs and resolution records.
• Identify recurring customer issues and report them to management.

Site Inspection Coordination

• Schedule and coordinate site inspections.
• Confirm customer attendance and logistics.
• Follow up after inspections for feedback and conversion.
• Ensure clients have positive inspection experiences.
• Assist visitors during estate or farmland tours.

Payment & Documentation Follow-Up

• Remind customers of payment due dates.
• Follow up on outstanding balances.
• Assist customers with payment confirmation processes.
• Guide customers on documentation requirements.
• Ensure customers receive receipts and updates promptly.
• Monitor documentation delivery timelines.

Customer Retention & Referral Growth

• Encourage repeat purchases and referrals.
• Build loyalty through excellent service delivery.
• Maintain strong relationships with diaspora clients and investors.
• Follow up after every transaction to ensure satisfaction.
• Encourage clients to give testimonials and referrals.

CRM & Record Keeping

Maintain accurate customer records.

Update CRM systems daily.

Record:

• Conversations
• Complaints
• Follow-ups
• Payment status
• Inspection records
• Client preferences
• Prepare weekly customer service reports.

Brand Representation

• Represent BTH professionally at all times.
• Communicate with confidence and integrity.
• Protect company reputation through professional conduct.
• Promote trust, transparency, and customer satisfaction.

Key Performance Indicators (KPIs)

The Customer Care Representative will be evaluated based on:

• Customer satisfaction rate
• Response time to inquiries
• Lead follow-up effectiveness
• Customer retention rate
• Number of resolved complaints
• Positive customer feedback/testimonials
• Referral generation
• Follow-up consistency
• CRM update accuracy

Conversion support performance

Required Qualifications

OND, HND, or Bachelor’s Degree in:

• Business Administration
• Marketing
• Mass Communication
• Public Relations
• Customer Service
• Related field

Required Skills & Competencies

Communication Skills

• Excellent spoken and written communication
• Professional phone etiquette
• Persuasive communication ability
• Active listening skills

Customer Service Skills

• Patience and empathy
• Conflict resolution
• Relationship management
• Emotional intelligence

Technical Skills

• Microsoft Office
• CRM software usage
• WhatsApp Business management
• Social media communication
• Data entry and reporting

Personal Qualities

• Friendly and approachable
• Organized and detail-oriented
• Trustworthy and professional
• Self-motivated
• Ability to work under pressure
• Positive attitude

Preferred Experience

1–3 years experience in:

• Customer service
• Real estate support
• Sales support
• Relationship management
• Agricultural investment support
• Experience handling high-net-worth or diaspora clients is an advantage.

Daily Duties Checklist

The officer is expected to:

• Respond to all inquiries daily.
• Follow up with prospects and clients.
• Update customer records.
• Handle complaints and escalations.
• Coordinate inspections.
• Monitor payment reminders.
• Send customer updates.
• Support marketing and relationship-building activities.

Expected Deliverables

The Customer Care Representative should help BTH:

• Build strong customer trust.
• Improve customer retention.
• Increase referrals and repeat business.
• Improve conversion rates through proper follow-up.
• Reduce customer complaints.
• Improve brand reputation.
• Strengthen investor confidence.
• Create excellent customer experiences.

Work Ethics & Expectations

The ideal candidate must:

• Treat every customer respectfully.
• Maintain confidentiality of client information.
• Remain calm under pressure.
• Avoid misinformation or false promises.
• Be proactive in solving customer concerns.
• Represent the company positively at all times.

Suggested Position Goal

To provide exceptional customer experience that builds trust, increases referrals, strengthens investor confidence, and supports the long-term growth of BTH Real Estate and Farmlands.”