Senior Client Relations Advisor - Real Estate

Responsibilities:

• Providing help and advice to customers using your organization’s policy and procedures
• Communicating courteously with customers by telephone, email, letter and face to face.
• Investigating and addressing customers' requests, which may be complex or long-standing problems that have been passed on to other departments
• Handling customer complaints or any major incidents resolves it up to the customer satisfaction
• Issuing refunds or compensation to customers by raising and exception form(case study) to the management for approval;
• Keep accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, were taken.
• Follow up to ensure that appropriate actions were taken on customers' requests.
• Refer unresolved customer grievances or special requests to designated departments for further investigation.
• Contact customers regarding overdue accounts and determine reasons for non-payment, coordinate customer credit changes with the collection/finance department.
• Maintain accurate records about customer’s payment status and follow up on delinquent customers and come up with various solution to be able to finalize the debt.
• Analyzing statistics or other data to determine the level of customer service our organization is providing.
• Developing customer service procedures, policies and standards for your organization or department.
• Meeting with his manager regularly to discuss possible improvements to customer care department.
• Learning about organizations’ products or services and keeping up to date with changes.