The Customer Service Manager is responsible for driving service excellence and delivering a premium customer experience across all customer touchpoints. This role oversees the operation of Sales Galleries and Experience Centers while ensuring consistent execution of luxury service standards. The position plays a critical role in strengthening customer satisfaction, supporting business performance, and elevating the brand.
Key Responsibilities
- Develop and execute customer experience strategies to enhance service quality and customer satisfaction throughout the property ownership journey.
- Establish, monitor, and continuously improve customer service standards, KPIs, and customer satisfaction metrics.
- Lead the operation of Sales Galleries and Experience Centers, ensuring seamless and premium customer experiences.
- Manage customer feedback, complaints, and service recovery processes to ensure timely and effective resolution.
- Partner with Sales, Marketing, Operations, and other stakeholders to optimize the end-to-end customer journey.
- Oversee operational budgets, facilities, assets, and service resources to ensure efficiency and cost effectiveness.
- Build, coach, and lead high-performing customer service teams while driving a customer-centric culture.
- Provide performance insights and recommendations through regular operational and customer experience reporting.
Requirements
- Bachelor's degree in Hospitality Management, Business Administration, Customer Experience, or related disciplines.
- Minimum 5–7 years of experience in Customer Service, Customer Experience, Hospitality, or Real Estate, with at least 3 years in a managerial role.
- Proven experience in developing service standards, customer journey frameworks, and customer experience initiatives.
- Strong expertise in complaint handling, service recovery, stakeholder management, and team leadership.
- Experience with luxury hospitality brands and strong English communication skills are highly preferred.
