Assistant Vice President - Customer Service - Real Estate

AVP CUSTOMER SERVICE

Strategic Focus : 

- Be accountable for productivity, turnaround times, accuracy level, cost management & customer satisfaction.

Operational Focus :

- Manage complaints and queries (from customers and staff)

- Help to build good customer relations

- Lead a team of staff to provide top level customer service

- Engage in CRM program

- Demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognizing the importance and benefits of effective team working

- Deliver customer service in line with best practice. Ensure compliance to relevant policies.

- Process customer refunds, seeking guidance where necessary

- Provide assistance to customers should an incident occur

- Motivate and lead the team and maintain a good level of personal presentation

- Ensure service to the customers on following operations :

- Customer Accounting

- Service provisioning

- Managing Financial transaction

- Payment Reconciliation

- Document Management

- Welcome Calling

- Collection backend support

- All process related to ongoing customer servicing

- Be responsible for customer related documentation & building processes

- Conduct cross coordination with the other departments such as: accounts, taxation, legal, sales, construction

- Handle sensitive process like that of cancellation and retention

- Ensure proactive risk assessment and ensure plugs gaps with quick solutions

- Work with legal team on critical legal cases and seek prompt case closure

- Work with a customer interfacing portfolio and has a good experience in customer management.

People Focus :

- Recruit, develop and retain staff, partnering with Human Resources.

- Responsible for managing his/her team by enforcing HR policies and procedures

- Supervise and manage the performance of the team, ensure annual appraisals and informal performance reviews

- Coach, mentor, motivate and supervise project team members / contractors and for successful project delivery

- Identify training needs for the team

- Responsible to counsel and retain the top/ critical talent and keep the attrition rate low

Education and Experience :

- Mandatory Graduation

- Preferably Masters in Business Administration (MBA) from reputed university

- 12-16 years of experience with at least 5 years in Real Estate Industry with desired experience of leading a team of at least 5+ members.

Leadership Competencies and Skills :

- Good interpersonal and customer facing skills, able to empathize, maintain professionalism, display patience and politeness within a sometimes pressurized environment

- Good team working skills and ability to work with minimal supervision

- Proven desire to update product knowledge and skill set where required

- A conscientious, flexible and can do working style

- Good oral communication skills. Ability to communicate with both customers and colleagues at all levels of seniority

Note: Leadership Competencies will be revisited after the finalization of Leadership Competency Framework