Posted on Tue 14th May, 2024 - hotnigerianjobs.com --- (0 comments)
Rekrut Consulting is a Human Capital Development Company. We focus on Corporate Training, Workforce Outsourcing, Recruitment, HR Outsourcing and HR Consulting
We are recruiting to fill the position below:
Job Title: Head of Customer Service
Location: Lagos Mainland, Lagos
Employment Type: Full-time
Industry: Real Estate Company
Overview
We are seeking a highly motivated and experienced individual to join our team as the Head of Customer Service for our reputable real estate company.
The successful candidate will lead and manage our customer service department, ensuring exceptional service delivery to our clients and maintaining our company's reputation for excellence.
Key Responsibilities
Team Leadership:
Supervise and guide the customer service team, providing direction, coaching, and support to ensure a high level of service.
Foster a positive and collaborative team environment, promoting teamwork, continuous improvement, and professional development.
Client Relations:
Establish and maintain strong relationships with clients, acting as a point of escalation for complex issues and ensuring their concerns are addressed promptly and effectively.
Proactively seek feedback from clients and utilize insights to enhance service quality and satisfaction.
Service Standards:
Develop, implement, and uphold customer service policies, procedures, and standards to ensure consistent and exceptional service delivery.
Monitor and assess team performance to identify areas for improvement and implement necessary changes.
Issue Resolution:
Oversee the resolution of customer complaints, ensuring prompt and effective solutions that meet client expectations.
Collaborate with other departments to address root causes of issues and implement preventive measures.
Training and Development:
Plan and deliver training programs to enhance the skills and knowledge of the customer service team, ensuring they are well-equipped to assist clients effectively.
Communication:
Act as a liaison between clients and other departments, conveying relevant information to ensure smooth operations and timely response to client inquiries.
Performance Analysis:
Analyze key performance indicators (KPIs) related to customer service, prepare regular reports, and present findings to senior management.
Use data-driven insights to make informed decisions and improvements to service processes.
Innovation and Improvement:
Continuously seek opportunities to enhance customer service offerings, streamline processes, and implement new technologies to improve efficiency and client satisfaction.
Market Insights:
Stay informed about industry trends, market conditions, and customer preferences to adapt customer service strategies accordingly.
Qualifications
Bachelor's Degree in Business Administration, Real Estate, or a related field (an advanced degree is a plus).
Must have 4-10 years experience
Proven experience in a customer service leadership role, preferably within the real estate industry.
Strong leadership and team management skills, with the ability to motivate, coach, and develop team members.
Exceptional communication and interpersonal skills.
Problem-solving and conflict-resolution abilities.
Proficient in using CRM systems and customer service software.
Analytical mindset with the ability to interpret data and drive improvements.
Detail-oriented and committed to delivering high-quality service.
Knowledge of real estate market dynamics and regulations is advantageous.
Salary
N200,000 - N250,000 / Month
Application Closing Date
31st May, 2024.
How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.