Customer Care Supervisor

• Job Purpose
  
  

The Customer Care Supervisor is responsible for overseeing the daily operations of the customer service team, ensuring an exceptional customer experience through efficient handling of inquiries, complaints, and service requests. This role includes coaching and motivating the team to achieve performance goals, maintain high-quality standards, and resolve customer issues promptly.

• Key Responsibilities:
• Supervise and support the customer care team to deliver outstanding service to clients and the sales team.
• Manage and resolve escalated client complaints and service issues promptly and effectively.
• Monitor the customer care process from post-sale to handover, ensuring a seamless experience.
• Collaborate closely with the handover team to facilitate effective property handover processes, including documentation, final inspections, and snagging.
• Coordinate with internal departments (sales, legal, engineering, facility management) to address customer queries.
• Ensure accurate documentation of all customer interactions, service issues, and resolutions.
• Track customer satisfaction metrics and develop strategies to enhance service delivery.
• Conduct regular training sessions for the customer care team to improve service quality.
• Oversee the collection of customer feedback (surveys, calls, etc.) and analyze trends for service improvement.
• Assist in the creation and enforcement of service policies, standards, and procedures.
• Provide regular reports to senior management on service performance, key issues, and client concerns.
• Key Accountabilities
• Ensure the customer care team operates efficiently and effectively, meeting service standards and supporting internal stakeholders.
• Take ownership of escalated issues, providing prompt resolutions to maintain client satisfaction and protect the company's reputation.
• Oversee all stages of the customer care lifecycle to guarantee consistent quality and smooth transitions.
• Facilitate collaboration across departments to efficiently address and resolve customer concerns.
• Maintain accurate and comprehensive records to support transparency, follow-up actions, and compliance.
• Analyze satisfaction data to identify gaps and implement initiatives that enhance the overall customer experience.
• Manage feedback mechanisms and utilize insights to drive continuous service improvements.
• Job Specification (Qualifications)
• Bachelor’s degree in Business Administration, Marketing, or a related field. MBA is a plus.
• Minimum of 5 years of experience in customer service or CRM roles, preferably within the real estate sector.
• Strong knowledge of the real estate customer lifecycle, collections, and handover processes.
• Proficiency in CRM software and Microsoft Office tools.
• Excellent communication (verbal & written) and interpersonal skills.
• Problem-solving mindset with strong attention to detail and follow-through.