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Job Description
- Helping to develop and implement a customer service policy for an entire organization .
- Finding ways to measure customer satisfaction and improve services.
- Managing a team of customer services staff.
- Handling face-to-face inquiries from customers.
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- Communicating courteously with customers by telephone, email, letter and face to face;
- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
- Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
- Issuing refunds or compensation to customers;
- keeping accurate records of discussions or correspondence with customers;
- Analyzing statistics or other data to determine the level of customer service your organization is providing;
- Producing written information for customers, often involving use of computer packages/software;
- Writing reports analysis the customer service that your organization provides;
- Developing feedback or complaints procedures for customers to use.
- Improving customer service procedures, policies and standards for your organization or department.
- Meeting with other managers to discuss possible improvements to customer service.
- Being involved in staff recruitment and appraisals.
- Training staff to deliver a high standard of customer service.
- Leading or supervising a team of customer service staff.
Job Requirements
- Bachelor's Degree in any related field.
- Proven working experience as a Head of customer service at least 5 years
- Experience in Real estate industry is preferably
- Verbal Communication, Phone Skills, Listening, Excellent presentation, communication, negotiation, Problem Solving & leadership skills.
- Able to work under pressure
- Presentable.
- Fluency in English.
- Excellent Excel, PowerPoint, word
- Customers and People management skills.
- Result in orientation and drive for action.
- Teamwork skills
- Knowledge of the CRM system is a big advantage
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
