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Job Description
- Lead and manage a team of customer service representatives, including training, coaching, and performance evaluation.
- Provide accurate, valid and complete information by using the right method/tool
- Keep records of customer interactions, process customer accounts and file documents
- Follow up with team to develop new solutions for any customers problems
- Take the extra mile to engage the customer
- To train new colleges and supervise their ways of handling issues
- To build a strong relationship with customers.
- Develop and implement strategies to improve customer service efficiency and effectiveness.
- Monitor team performance metrics and KPIs and provide regular reports to management.
- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
- Collaborate with other departments, such as Sales and Product Development, to address customer issues and improve overall customer experience.
- Conduct regular team meetings to communicate goals, updates, and best practices.
- Stay up to date with industry trends and customer service best practices and implement relevant changes to improve service quality.
Job Requirements
- Bachelor's degree in business administration or any related field.
- minimum 7-10 years of relevant experience, real state background is a must
- Excellent command of English.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both written and verbal.
- Demonstrated ability to handle difficult customer situations with professionalism and empathy.
- Proficiency in CRM software and other customer service tools.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Customer-focused mindset with a passion for delivering exceptional service.
