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Job Description
- Develop and implement customer service strategies aligned with organizational goals and real estate industry standards.
- Lead, mentor, and manage the customer service team to ensure high levels of performance and professional growth.
- Oversee the resolution of complex client issues, ensuring timely and satisfactory outcomes.
- Collaborate with cross-functional teams, including sales, marketing, and property management, to enhance the overall client journey.
- Establish and monitor key performance indicators (KPIs) to measure customer satisfaction and service quality.
- Design and execute training programs to elevate service standards and product knowledge across the team.
- Analyze customer feedback and market trends to identify opportunities for process improvement.
- Develop policies and procedures that ensure compliance with industry regulations and company standards.
- Prepare and present regular reports on customer service metrics and initiatives to senior management.
- Represent the company at industry events, client meetings, and networking opportunities to strengthen client relationships.
Job Requirements
- Minimum of 7 years’ experience in customer service management, preferably within the real estate or property development sector.
- Proven track record of leading and developing high-performing customer service teams.
- Exceptional communication, negotiation, and interpersonal skills.
- Strong analytical and problem-solving abilities with a data-driven approach.
- Demonstrated ability to manage multiple priorities in a fast-paced, office-based environment.
- Experience in designing and implementing customer service strategies and policies.
- Advanced proficiency in CRM systems and customer service software.
- Ability to collaborate effectively with cross-functional teams and senior leadership.
- Strong organizational skills and attention to detail.
- Commitment to delivering outstanding client experiences and upholding company values.
