Job Description
Develop and implement the company's customer service strategy aligned with business objectives.
Establish customer experience standards across sales, construction updates, handover, and after-sales service.
Create KPIs, service benchmarks, and customer satisfaction metrics.
Lead continuous improvement initiatives to enhance service quality.
Lead, mentor, and develop customer service managers and support teams.
Define team structure, roles, and performance expectations.
Conduct regular training programs to improve service quality and technical knowledge.
Promote a customer-centric culture across departments.
Oversee the entire client lifecycle: pre-sales support, booking and documentation coordination, and post handover support.
Ensure smooth coordination between sales, project management, engineering, legal, and finance teams.
Design and manage a structured complaint resolution framework.
Handle high-level escalations and sensitive customer cases.
Develop SOPs for service delivery, handovers, and post-sales operations.
Implement CRM systems and digital tools for tracking customer interactions.
Prepare monthly and quarterly customer service performance reports.
Qualification
Bachelor's Degree in Business Administration or related field.
10 - 15+ years of experience in customer service, with at least 5 years in a leadership role within real estate or construction.
Strong knowledge of real estate project lifecycle and property handover processes.
Experience with CRM systems and service management tools.