Customer Service Manager (Real Estate Industry) at Workforce Group

Duties and Responsibilities

• Provide oversight on the development and execution of customer experience management strategy
• Manage customer satisfaction through the design, implementation and monitoring of customer relations policies and activities
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Develop service procedures, policies and standards
• Provide oversight on customer complaint management and resolution
• Provide oversight on the maintenance of a customer database for customer follow-up and tracking
• Meet with key clients, assisting marketers with maintaining relationships and negotiating and closing deals.
• Take part in direct or indirect marketing and promotional activities.
• Representation of a positive organizational image to the public, clients and community.
• Compile unit needs for input into the departmental budget
• Prepare/ compile agreed periodic activity and performance reports for the attention of management
• Manage the human and material resources of the department to optimize performance and enhance output

Requirements and Skills

• First degree or its equivalent from a reputable university
• Minimum of five (5) years’ experience, of which at least three (2) years must be at management level
• Proven working experience in Customer Service Management
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools such as CRM e.t.c
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Excellent communication, business presentation, persuasion, negotiation, documentation and analytical skills
• Experience in [Telecommunications, Real estate, Construction, Banking, FMCG, Logistics,], or related fields is strongly preferred