Description
Customer Support:
Daily Task:
- Respond to customer inquiries via phone, email, and in-person.
- Provide accurate information on property listings, pricing, and services.
Key Output:
- Timely responses to customer inquiries and accurate information delivery leading to improved customer satisfaction.
Complaint Handling:
Daily Task:
- Receive, manage, and resolve customer complaints.
- Escalate unresolved issues where necessary and follow up with clients.
Key Output:
- Quick resolution of complaints and reduced escalation rate.
Client Onboarding & Relationship Management:
Daily Task:
- Assist new clients with onboarding processes and maintain strong relationships with existing clients.
Key Output:
- Smooth onboarding experience and improved customer retention.
CRM & Database Management
Daily Task:
- Update and maintain accurate customer records, including interactions, feedback, and inquiries.
Key Output:
- Up-to-date and accurate customer database.
Internal Coordination:
Daily Task:
- Liaise with sales, legal, and property teams to resolve customer issues.
Key Output:
- Faster issue resolution through effective collaboration.
Documentation:
Daily Task:
- Maintain proper documentation of customer interactions, contracts, and correspondence.
Key Output:
- Well-organized and accessible customer records.
Sales Support:
Daily Task:
- Support the sales team by explaining offerings, assisting with documentation, and guiding customers.
Key Output:
- Improved lead conversion and customer understanding of services.
Weekly Tasks and Output
Customer Follow-up:
- Weekly Task: Follow up with customers on previous inquiries, complaints, and onboarding progress.
Key Output:
- Improved customer satisfaction and retention.
Reporting
- Weekly Task: Prepare and submit weekly reports on customer interactions, complaints, and feedback.
Key Output:
- Accurate and timely reports for management decision-making.
Customer Feedback Collection
- Weekly Task: Conduct customer satisfaction surveys and gather feedback.
Key Output:
- Valuable customer insights for service improvement.
(Primary Duties & Responsibilities) and Key Performance Indicators
Cross-Departmental Meetings:
- Weekly Task: Engage with internal teams to discuss recurring issues and improve service delivery.
Key Output:
- Better alignment and improved customer experience.
Process Improvement
- Weekly Task: Identify service gaps and recommend improvements based on feedback and trends.
Key Output:
- Enhanced service processes and customer experience.
Sales Contribution Tracking:
- Weekly Task: Track personal contribution to lead conversion and sales support activities.
Key Output:
- Increased contribution to sales targets.
Gmail
Yahoomail