Head of Customer Relationship Management at LandWey Investment Limited

RESPONSIBILITIES:

• Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
• Oversee the day-to-day operations of the customer relations department, ensuring efficient and effective customer service delivery.
• Serve as the primary point of contact for escalated customer issues, ensuring timely and satisfactory resolution.
• Foster positive relationships with customers, addressing their concerns and providing personalized support and assistance.
• Collaborate with other departments to streamline processes and improve the overall customer experience.
• Analyze customer feedback and data to identify trends, opportunities, and areas for improvement.
• Lead and motivate a team of customer relations professionals, providing guidance, coaching, and performance feedback.
• Develop and implement training programs to enhance the skills and knowledge of the customer relations team.
• Stay up-to-date with industry trends and best practices in customer relations, applying relevant insights to drive continuous improvement.
• Monitor key performance indicators (KPIs) and provide regular reports and updates to senior management.

COMPETENCIES:

• Bachelor's degree in business administration, marketing, or a related field (advanced degree preferred).
• Minimum of 5-6 years of progressive experience in customer relations, preferably within the real estate industry.
• Demonstrated leadership skills, with the ability to effectively manage and motivate a team.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong problem-solving and decision-making abilities, with a focus on delivering customer-centric solutions.
• Proficiency in utilizing customer relationship management (CRM) software and other relevant tools.
• Proven track record in handling and resolving customer complaints and escalations in a timely and satisfactory manner.
• In-depth knowledge of real estate industry practices, regulations, and market trends.
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Strong analytical and data-driven mindset, with the ability to derive insights from customer feedback and data.
• Demonstrated commitment to providing exceptional customer service and achieving high levels of customer satisfaction