CLIENT EXPERIENCE MANAGER

Job Description

We are looking for a candidate to fill the Client Experience Manager role at our real estate company. The successful Candidate would be tasked with leading the customer experience team and report to the managing director. The successful candidate should be a committed, dedicated and customer-centric professional with a minimum of 3 years working in a role that involves the management of correspondences and relationship between an organization and her clients/consumers/customers.

Experience in the real estate, banking or customer center of a telecom or e-commerce company would be advantageous.

Responsibilities:

Engage directly with customers either by telephone, electronically or face to face.

Respond promptly to customer enquiries.

Handle and resolve customer complaints.

Obtain and evaluate all relevant information to handle client inquiries.

Provide pricing and processing information for all real estate to clients.

Perform customer verifications.

Process orders, forms, applications, and requests

Direct requests and unresolved issues to the designated resource

Manage customers’ and Clients’ accounts.

Keep records of customer interactions and transactions.

Record details of inquiries, comments, and complaints

Record details of actions taken.

Prepare and distribute customer activity reports.

Maintain customer databases.

Communicate and coordinate with internal departments.

Follow up on customer interactions.

Provide feedback on the efficiency of the customer service process.

Optimally manage Realtor Experiences with the brand, Feedback and Observations.

Regularly or as mandated by the MD, design Realtor trainings.

Regularly create Realtor Centered Events.

All other responsibilities as may be assigned by the Managing Director.

Desired Skills and Experience

Bachelor’s degree in Customer Relations, Communication, or a related field

Proven experience 3+ years in customer experience and customer relationship management.

Previous experience in a similar role

Strong leadership and team management skills, with the ability to motivate and inspire a small team.

Hands-on experience in content creation, social media management and CRM tools.

Solid understanding of customer behavior, and conflict resolution.

Excellent written and verbal communication skills.

Ability to work in a dynamic environment.