Customer Care Manager

As our Customer Care Manager, you will play a pivotal role in enhancing customer satisfaction and loyalty, ensuring that our clients receive top-notch service throughout their real estate journeys. Your primary focus will be to develop and implement effective customer care policies and procedures that support our commitment to exceptional service. You will work closely with our sales and property management teams to address client inquiries, resolve issues, and maintain strong relationships with our customers. The ideal candidate will have a passion for real estate and a proven track record in customer service management, along with exceptional communication and leadership skills.

Responsibilities

• Develop and implement customer care policies and procedures to ensure high levels of customer satisfaction.
• Manage a team of customer care representatives, providing guidance, training, and support as needed.
• Monitor customer interactions and feedback to identify areas for improvement and implement solutions accordingly.
• Collaborate with sales and property management teams to address client inquiries and resolve issues efficiently.
• Analyze customer feedback and service metrics to drive continuous improvement in customer care practices.
• Create and maintain a knowledge base of common customer issues and solutions for reference by the customer care team.
• Prepare regular reports on customer care performance and present findings to senior management.

• Proven experience as a Customer Care Manager or similar role, preferably within the real estate industry.
• Strong leadership skills with the ability to motivate and manage a team.
• Excellent verbal and written communication skills, with a focus on customer service.
• Analytical mindset with the ability to interpret customer feedback and service metrics.
• Proficiency in customer relationship management (CRM) software and tools.
• Strong problem-solving abilities and a proactive approach to resolving client issues.
• Ability to work in a fast-paced environment, managing multiple priorities and deadlines effectively.