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Job Description
- Develop and implement customer service policy and procedures for the company.
- Develop and implement a comprehensive communication system for dealing with current and potential customers.
- Develop and implement ways to measure and improve customer satisfaction and eventually customer experience.
- Develop feedback and/or complaints procedures for customers to use.
- Create and manage a strong customer services team.
- Train his/her team to deliver a high standard of customer service.
- Communicate courteously with customers to build sustainable relationships of trust.
- Investigate, solve and handle customers' problems, which may be complex or long-standing problems that have been passed on by customer service team.
- Handle major customer complaints or any major incidents.
- Direct his/her team to keep accurate records of discussions or correspondence with customers.
- Ensure proper analysis of data to determine the level of customer service provided and develop means for improvement.
- Meet with other managers to discuss possible improvements for customer service.
- Direct his team to make calls for overdue instalments for collection and to report calls productivity on a daily basis.
- Direct his team to submit non-collectable accounts for the responsible people.
- Ensure reporting in a timely manner overdue instalments collection status.
- Create, direct, coordinate and manage comprehensive system for handing over units to customers.
- Perform other assigned tasks and duties necessary to support the customer service department.
Job Requirements
- Bachelor’s degree.
- 20+ years experience in Real Estate’s customer service in a similar position
- Ability to multi-task, prioritize and manage time effectively.
- Excellent managerial, presentation, and communication skills.
- Experience with CRM applications.
