Head of Customer Service Management - Real Estate Industry

Role & Responsibilities:

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

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

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

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

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

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

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.

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.

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).

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

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

Experience & Skills:

12- 15 years managing delivering customer satisfaction in a fast-paced environment (Current /most recent must be REAL ESTATE in UAE)

Excellent verbal and written communication skills in English (Arabic would advantageous but not necessary).

Strong leadership and team management skills.

Ability to influence senior management when recommending customer centric solutions. Effective problem-solving skills to address client issues and ensure their needs are met.

The ability to analyze data and metrics to improve customer service processes and department performance.

Proficiency in customer service software, CRM systems, and other relevant technology tools (including AI).

Understanding of relevant real estate regulations and laws and company’s policies & procedures in all customer interactions.

Job Type: Full-time

Pay: AED40,000.00 - AED50,000.00 per month

Application Question(s):

• How many years of managing delivering customer satisfaction experience in Real Estate do you have?