We are looking for a highly organized and driven individual to join the service operation team to manage many critical projects across our portfolio. The person will be responsible for leading a team to:
1. Develop regulations, standards, and processes for serving high-end customers related to service operation activities to ensure compliance with commitments and obligations signed in the Sales Contract;
2. Provide the best customer experience to bring convenience to customers and increase the number of loyal customers;
3. Assess and measure customer satisfaction with service quality and Masterise brand value for the High-end segment;
Main Responsibilities:
- Monitoring the implementation of customer service standards/manuals for the Premium and Privilege segments.
- Initiating and supervising the implementation of internal operating procedures within the Service Operation Department and coordination processes with other departments related to the signing of purchase, transfer contracts, and debt recovering, issuing bank guarantees, and assisting customers with bank loans;
- Planning and supervising the debt collection of projects in the High-end segment;
- Resolve all customer complaints arising in the course of dealing with customers according to the standards set forth for the Premium and Privilege segments;
- Propose solutions to improve operational processes and apply new technologies to customer service processes to enrich customer experience and the number of loyal customers.
- Assign work to subordinate staff and monitor compliance with operating procedures and other company regulations.
- Evaluate the work quality of subordinate staff; Prepare reports to compare and measure work efficiency.
- Make and implement training/training plans on company culture, coordination process, and technology for junior staff to provide the best experience for customers.
- Make a plan to recruit personnel for the project in charge.
Requirements:
- Degree/Professional: University degree Preferred training: Finance, Banking, Business Administration, Law, or equivalent professional expertise. (additional degree in customer service management; and real estate management is an advantage)
- Real Estate Market Experience is a must
- Understanding knowledge of real estate segment High-end, CRM, measuring service quality, building service standards, operating procedures, KPIs
- Good at communication, negotiation, and persuasion skills, skill in evaluating the operation process, using software, good analytical and synthesis skills, quick case handling, and comprehensive solution proposal for arising problems
- Good at leadership, thinking skills, and people development
