Client Experience Associate

Location: Ikoyi, Lagos
Employment Type: Full-time

Role Summary

• As the primary point of contact for clients and visitors, the Client Experience Associate is responsible for maintaining high service standards and supporting the overall success of the workspace.
• This role combines customer service, administrative support, facility coordination, and client account management to create a professional, welcoming, and efficient environment.
• The Client Experience Associate plays a key role in delivering an exceptional experience for clients while ensuring the smooth day-to-day operations of the workspace.

Key Responsibilities

• Conduct workspace tours for prospective clients and provide information on available services and membership options.
• Coordinate with janitorial staff, security personnel, vendors, and building management to ensure a safe, clean, and functional environment.
• Manage client onboarding, workspace allocation, and account administration.
• Coordinate workspace setup, meeting room bookings, and client requests.
• Support client retention and occupancy goals by delivering outstanding customer service and identifying opportunities to enhance the client experience.
• Serve as the first point of contact for clients, visitors, and prospective members, ensuring a warm and professional welcome.
• Monitor and report facility issues, including equipment, utilities, internet connectivity, and maintenance requirements.
• Coordinate billing activities, including invoice preparation, payment follow-up, and account updates.
• Prepare operational reports and provide administrative support to the Community Manager.
• Build and maintain positive relationships with clients by responding promptly to enquiries and resolving service-related issues.
• Ensure offices, meeting rooms, and shared spaces are well-maintained and meet presentation and operational standards.
• Maintain accurate records of client contracts, memberships, renewals, and service agreements.

Required Qualifications

• Bachelor's Degree in Business Administration, Hospitality Management, Mass Communication, Marketing, or a related field.
• Experience using CRM systems, billing platforms, or office management software is an added advantage.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• 1–3 years of experience in customer service, client relationship management, hospitality, workspace management, front office operations, or administrative support.

Core Competencies:

• Ability to thrive in a fast-paced, service-oriented environment.
• High attention to detail and commitment to delivering outstanding client experiences.
• Excellent verbal and written communication skills.
• Excellent organizational and multitasking skills.
• Strong interpersonal and stakeholder management abilities.
• Problem-solving mindset with the ability to work independently.
• Exceptional customer service and relationship management skills.

Compensation & Benefits

• Medical insurance (self and spouse).
• Salary: N170,000 - N190,000 monthly.
• Pension contributions.
• Career development and training opportunities within a global organization.
• Monthly airtime allowance.
• Accident and life insurance cover.