Customer Service Manager

Description

1. Establish customer service system, Develop customer service related systems, guidelines and related operation procedures and organize relevant business training;

2. Establish customer relationship management information platform,Establish the company's customer service, property management related assessment mechanism;

3. Established the Golden Customer Club of financial Street and organized the secondary development of customer resources;

4. Project management

(1) Establish internal inspection mechanism, and supervise the implementation of internal inspection mechanism;

(2) Monitoring the implementation of major customer service nodes (such as site Open Day and house collection);

(3) Assist the company in selecting property management companies and determining project property service standards;

(4) Monitor the progress of the company's maintenance work after delivery;

(5) Project property management, continuous supervision of follow-up customer service quality;

5. Complaint handling

(1) Establish a hierarchical complaint handling mechanism;

(2) Supervise the handling of customer complaints, assist in coordinating and tracking customer crisis events;

6. Customer satisfaction, third party mystery visitor investigation and improvement

①Organize annual satisfaction survey and third-party mystery visitor survey;

②Organize all departments to make improvement action plans according to the survey results;

③Supervise the implementation of the promotion plan;

7. Handling of warrants;

8. Complete other tasks assigned by leaders.

Claim

1. Bachelor degree or above, familiar with office software, good English communication skills;

2. Familiar with the business process of real estate development and the key links and control nodes of customer relationship in the whole development process;

3. Proficient in the relevant knowledge of residential, office and commercial markets, rich experience in the construction and management of customer relationship system of well-known real estate enterprises, and able to build customer service system according to the current situation of enterprises;

4. More than 10 years working experience in real estate enterprises, with customer service management experience in the whole process of more than 5 large real estate projects, with customer service system construction and management experience in real estate enterprises;

5.can adapt to overseas assignment and short-term business trip.

Salary Range

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