Customer Service Manager (Real Estate)
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Customer Service Manager (Real Estate)
Location: Quezon City
Work Setup: On-site
Employment Type: Full-time
Job Summary
We are seeking an experienced Customer Service Manager to lead the customer service operations of a leading real estate company. The ideal candidate must have a solid background managing customer service or customer relationship management (CRM) teams within the real estate industry. This role is responsible for overseeing client concerns, billing inquiries, after-sales support, and customer satisfaction while ensuring exceptional service delivery throughout the customer journey.
Key Responsibilities
- Lead and manage the Customer Service team to deliver exceptional support to property buyers, homeowners, and clients.
- Oversee the resolution of customer inquiries, requests, complaints, and escalations in a timely and professional manner.
- Manage client relationships and ensure a positive customer experience from property turnover through after-sales support.
- Supervise billing-related concerns, payment inquiries, account coordination, and documentation.
- Collaborate with Sales, Finance, Property Management, Engineering, Legal, and other departments to resolve customer concerns.
- Monitor customer service KPIs, service levels, and client satisfaction metrics to drive continuous improvement.
- Develop and implement customer service policies, procedures, and service excellence initiatives.
- Analyze customer feedback and recommend process improvements to enhance operational efficiency.
- Prepare regular management reports on customer service performance, complaint resolution, and customer satisfaction.
- Coach, mentor, and develop customer service personnel to maintain high performance and service standards.
Qualifications
- Bachelor's Degree in Business Administration, Marketing, Real Estate Management, or any related field.
- Minimum of 5 years of managerial experience as a Customer Service Manager, CRM Manager, Client Relations Manager, or similar role within the Real Estate industry.
- Must have direct experience working for a real estate developer or property company.
- Strong background in customer relationship management, client management, and after-sales operations.
- Extensive knowledge of billing processes, payment concerns, customer account management, and inquiry handling.
- Proven experience handling customer complaints, service recovery, and escalation management.
- Excellent leadership, communication, interpersonal, and problem-solving skills.
- Proficient in CRM systems, Microsoft Office, and customer service management tools.
Vacancy posted a month ago
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