Head Of Department CSD

Job Description:

Grand City is looking for a dynamic, customer-focused leader to head our Customer Services Department (CSD). The ideal candidate will be responsible for ensuring customer satisfaction, handling client queries, managing service teams, and maintaining a high standard of communication and relationship management with clients and residents.

This role requires excellent leadership, communication, and problem-solving skills, along with the ability to manage a large customer base in a real estate or housing project environment.

Key Responsibilities:

• Lead the Customer Services Department and oversee all client interactions and complaint handling.
• Develop and implement customer service policies, SOPs, and quality standards.
• Ensure timely resolution of customer queries, complaints, and requests.
• Coordinate with sales, accounts, and technical teams to ensure smooth after-sales service.
• Monitor and analyze customer feedback and satisfaction reports, suggesting improvements.
• Train and mentor customer service staff to ensure professional and courteous communication.
• Handle VIP / high-priority clients and ensure their concerns are addressed promptly.
• Prepare monthly performance reports for management review.

Requirements:

• Bachelor’s or Master’s degree in Business Administration, Management, or a related field.
• 8–12 years of experience in Customer Service or Client Relations (preferably in real estate, housing, or corporate setup).
• Strong leadership, interpersonal, and problem-solving abilities.
• Excellent verbal and written communication skills in English and Urdu.
• Ability to manage high-pressure situations and maintain professionalism.

Benefits:

• Market-competitive salary
• Professional and growth-oriented environment
• Transport and other facilities as per company policy

Job Type: Full-time

Work Location: In person