We require a disciplined and emotionally intelligent professional who understands structured follow-up, client psychology, team coordination, and service performance metrics.
This role combines systems, empathy, and enforcement.
Key Responsibilities
Manage CRM systems and structured customer databases
Lead customer communication workflows across multiple touchpoints
Handle client escalations with empathy and resolution discipline
Develop and implement call scripts and structured call flows
Coordinate CX team members and monitor performance standards
Drive structured follow-up culture across inquiries and transactions
Support strategic debt recovery through structured communications
Track customer satisfaction metrics and response time KPIs
Monitor service quality and enforce compliance to service protocols
Develop documentation and CX process improvement systems
Candidate Profile
3 - 6 years experience in structured customer service or CX environments
Experience managing teams or coordinating service staff
Demonstrated experience in strategic debt recovery or collections
Strong emotional intelligence and conflict resolution capability
Experience designing call scripts and customer engagement flows
Strong follow-up discipline and accountability mindset
CRM system management experience
Experience in real estate, financial services, or structured service environments is a strong advantage
Applicants must clearly state:
Teams or CX structures they have managed
Systems or workflows they have implemented
Measurable improvements achieved (recovery rates, response times, satisfaction metrics)
Immediate resumption preferred