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Mô Tả Công Việc
Manage customer care employees and the day-to-day operations of the customer care team to the established procedures at the highest levels of customer satisfaction.
Work closely with the home inspection and service operation teams to ensure units are at an acceptable standard, as per the sales and purchase agreement terms and all necessary documentation is in place prior to final unit handover.
Highlight and rectify any potential issues that will affect the customer experience during the handover period.
Resolve all high-priority issues and ensure they are handled in the best interests of the company and to an appropriate level of customer satisfaction.
Effectively manage and close customer comments and complaints in an appropriate timeframe by coordinating with all the relevant stakeholders.
Other work as assigned by the Deputy CEO and tasks outlined in the Personal Development Plan.
Yêu Cầu Công Việc
Ability to make decisions and solve problems that obtain satisfactory outcomes.
Effective organization and prioritization of work tasks.
Provides pro-active, customer-oriented service to all stakeholders.
Updates and adjusts policies, processes and systems to improve departmental operations.
Recognizes good employee performance and coaches under-performing employees.
Thinks strategically and considers all scenarios when implementing plans.
Gives and receives feedback for positive change. Shares information with relevant stakeholders.
Ensure all identified defects are entered promptly into the portal and are followed-up until closure.
Maintain a customer query reply rate within 24-48 hours.
Identify issues and find solutions.
Aim to achieve 100% handover success rate.
Hires, develops, empowers and retains a team of engaged employees committed to exceeding business results.
Ensures all team members have goals and development plans in place.