Head of Customer Relationship Management

Role & Responsibilities:

1.

Team Leadership: Supervise and lead the customer team, including hiring, training, and performance evaluations. Ensure team members provide exceptional service to customers.

2.

Customer Relations: Build and maintain strong customer relationships through effective communication and problem resolution. Address client inquiries, concerns, and feedback promptly and professionally.

3.

Process Improvement: Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience and streamline operations.

4.

Training and Development: Provide ongoing training to customer staff to ensure they are well-informed about the real estate industry and company policies.

5.

Complaint Resolution: Manage and resolve client complaints and issues, working with team members and other departments to find appropriate solutions.

6.

Quality Assurance: Monitor the quality of customer interactions, including phone calls, emails, WhatsApp, SMS, etc. and in-person meetings, to ensure professionalism and consistency.

7.

Client Feedback: Gather and analyze customer feedback surveys, and reviews to identify areas for improvement and make necessary adjustments to service processes and staff training.

8.

Data Analysis: Utilize data and metrics to assess the efficiency and effectiveness of the customer experience department. Use this data to make informed decisions and recommend improvements.

9.

Technology Integration: Implement and maintain customer relationship management (CRM) systems and other technology tools to enhance the customer service process (including the deployment of AI).

10.

Compliance: Ensure that the customer service department complies with all relevant real estate laws and regulations, as well as company policies and procedures.

11.

Reporting: Provide regular reports to senior management on customer service performance.