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Job Description
- Reports complex issues and customer complaints to Line Manager and proposes Recommendations for improvement.
- Deal with Management cases and VIP customers as assigned by the reporting Manager and Ensures they are dealt with in a timely fashion.
- Addresses internal issues, if any, with other departments, which have impact on customer service and satisfaction levels and resolves them.
- Improve customer service experience, initiate engaged customers activities and surveys.
- Develop and improve customer communications content and events.
- Assists Line Manager in updating policies & procedures, objectives, KPIs, actions plans and take part in continual improvement process
- Ensure that customer care transaction/ correspondence is accurately recorded and documented
- Conducts meetings with customer care team to identify areas for improvement and critical issues
- Coordinates with inter-departments on pending cases related to Customer care related transactions
- Assists the team in handling difficult customers and ensures they are dealt with in a timely fashion
- Supervise and delegates work with clear work instructions and provides performance feedback to team members
- Assist and direct team to cross-sell additional package /service to existing customers and upgrade size
- Works on special projects that are required by the Line Manager
- Ensure department transactions reports are updated and is submitted to Line Manager or any other required departments on timely basis
- Prepares any reports/emails that are required by the Line Manager
Job Requirements
- Experience in customer interface 6 : 8 years (Real-Estate experience not less than 3 years )
- Ability to analyze processes and information, identify problems and trends, and develop effective solutions.
- Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
- Time and project management skills.