Customer Service Manager

Leadership & Team Management

• Lead, supervise, and motivate the customer service team to achieve high performance and service excellence.
• Set team KPIs and monitor performance to ensure timely and efficient handling of customer inquiries.
• Conduct regular coaching, training, and performance reviews for team members.
• Ensure consistent service standards across all customer touchpoints.

Customer Experience & Case Management

• Oversee the resolution of complex and escalated customer complaints.
• Ensure accurate and timely communication with clients regarding project updates, handover timelines, contracts, and after-sales services.
• Implement strategies to enhance customer satisfaction and retention.
• Maintain strong relationships with VIP and key clients.

Process Development & Quality Control

• Develop and update customer service policies, SOPs, scripts, and documentation.
• Monitor service quality, analyze customer feedback, and identify areas for improvement.
• Ensure full compliance with company policies, real estate regulations, and CRM standards.
• Oversee accurate and organized recording of customer interactions and issue logs.

Cross-Department Coordination

• Collaborate with Sales, After-Sales, CRM, Legal, Finance, Marketing, and Operations to ensure seamless customer support.
• Lead interdepartmental initiatives to improve communication and reduce service gaps.
• Provide insights and customer behavior analysis to management for decision-making.

Reporting & Business Insights

• Prepare and present regular reports on service performance, complaints, trends, and customer satisfaction metrics.
• Analyze data to recommend improvements in processes and customer touchpoints.
• Monitor customer journey performance and suggest enhancements.