Customer Service Assistant

5 months ago

Lucknow, India HomeswarD Infrastate (OPC) Private Limited Full time

**Position Title**: Customer Care Service Manager - Real Estate

**Job Summary**: The Customer Care Service Manager plays a key role in delivering exceptional customer service experiences to clients throughout their interaction with the real estate company. This position is responsible for managing a team of customer service representatives, implementing service standards and processes, and ensuring that client inquiries and concerns are addressed promptly and effectively. By prioritizing client satisfaction and retention, the Customer Care Service Manager contributes to the overall success and reputation of the real estate company.

**Key Responsibilities**:

- **Team Leadership and Management**:

- Recruit, train, and supervise a team of customer service representatives.
- Set clear performance expectations, provide coaching and feedback, and conduct performance evaluations.
- Foster a positive and collaborative work environment that promotes teamwork, accountability, and professional development.
- **Customer Service Strategy Development**:

- Develop and implement customer service strategies and standards that align with the company's goals and values.
- Define service level agreements (SLAs), response times, and performance metrics to measure customer service effectiveness.
- Continuously evaluate and refine service processes to improve efficiency and customer satisfaction.
- **Client Inquiry and Issue Resolution**:

- Oversee the handling of client inquiries, complaints, and requests for assistance.
- Ensure that customer service representatives respond to inquiries promptly and courteously, and escalate complex issues as needed.
- Monitor the resolution of client issues to ensure timely and satisfactory outcomes, and follow up to ensure client satisfaction.
- **Client Communication and Engagement**:

- Proactively reach out to clients to gather feedback, address concerns, and maintain ongoing engagement.
- Develop and implement client communication strategies, such as newsletters, surveys, and social media engagement, to enhance client relationships.
- **Quality Assurance and Compliance**:

- Implement quality assurance measures to ensure that customer service representatives adhere to service standards and procedures.
- Conduct regular audits and performance reviews to assess service quality, identify areas for improvement, and provide training as needed.
- Ensure compliance with regulatory requirements and company policies related to customer service and data protection.
- **Technology and Systems Management**:

- Utilize customer relationship management (CRM) software and other technology platforms to manage client interactions, track inquiries, and monitor service performance.
- Collaborate with IT and operations teams to optimize systems and tools for customer service delivery.
- **Client Feedback and Satisfaction Measurement**:

- Develop and implement processes for gathering client feedback, such as surveys, focus groups, and online reviews.
- Analyze feedback data to identify trends, insights, and opportunities for service improvement.
- Monitor key performance indicators (KPIs) related to customer satisfaction, and develop strategies to enhance client satisfaction and retention.

**Qualifications**:

- Bachelor's degree in business administration, hospitality management, communications, or a related field.
- Proven experience in customer service management, preferably in the real estate industry or a related field.
- Strong leadership and managerial skills, with the ability to inspire and motivate a team.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients and colleagues at all levels.
- Problem-solving abilities and a proactive approach to addressing client inquiries and concerns.
- Proficiency in CRM software, Microsoft Office Suite, and other relevant technology platforms.
- Detail-oriented with strong organizational and time management skills.
- Results-driven mindset with a focus on delivering exceptional customer service and achieving performance goals.

**Salary**: ₹25,000.00 - ₹35,000.00 per month

**Benefits**:

- Internet reimbursement

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Ability to Commute:

- Lucknow City, Uttar Pradesh (preferred)

Ability to Relocate:

- Lucknow City, Uttar Pradesh: Relocate before starting work (preferred)

Work Location: In person

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