Customer Service Lead

Customer Excellence and Experience Establish and implement customer service standards, procedures, and service-level expectations across the customer journey. Monitor customer satisfaction, complaints, and feedback, ensuring timely resolution, effective follow-up, and appropriate escalation of complex cases. Coordinate with Construction, Sales, Legal, Finance, Facilities Management, and other relevant departments to resolve customer issues and improve service delivery. Analyze recurring complaints and service gaps, identify root causes, and recommend corrective and preventive actions. Identify opportunities to streamline customer service processes, improve response times, and enhance operational efficiency. Promote a customer-centric culture by ensuring professional communication, service ownership, and consistent handling of customer interactions. Monitor customer satisfaction indicators and recommend initiatives to improve the overall customer experience. CRM Management Oversee the effective implementation, operation, and continuous improvement of the Customer Relationship Management (CRM) system to support customer service activities and customer lifecycle management. Ensure the accuracy, completeness, confidentiality, and timely updating of customer records and service-related information. Monitor customer interactions, inquiries, complaints, service requests, and feedback through the CRM system, ensuring appropriate tracking and follow-up. Establish and monitor procedures for logging, assigning, escalating, and closing customer requests within agreed service timelines. Collaborate with IT and relevant business stakeholders to enhance CRM functionality, improve data quality, and streamline customer service workflows. Develop initiatives to improve customer engagement, satisfaction, and retention through effective use of customer data and service insights. Property Handover Management Oversee the end-to-end property handover process, ensuring the timely, smooth, and professional delivery of units to clients in accordance with approved schedules and procedures. Ensure that all handover documentation, contractual requirements, and applicable compliance procedures are completed accurately and on time. Supervise property inspections and coordinate the identification, tracking, and resolution of outstanding defects before handover, in collaboration with the relevant technical teams. Coordinate with Construction, Legal, Sales, and other relevant departments to ensure unit readiness and resolve issues that may affect handover schedules. Ensure clients receive all required documentation, property information, operating instructions, and necessary guidance during the handover process. Job Requirements Education Bachelor's degree in Business Administration, Management, Marketing, or a related field. Experience Minimum of 7 years of relevant experience in the real estate industry. Proven experience in customer service operations, property handover, and post-sales services. Demonstrated experience in CRM system management and customer relationship processes. Previous experience supervising or leading a customer service team is preferred. Technical Competencies Real Estate Operations and Property Handover Management. Customer Service and Post-Sales Operations. CRM Systems and Customer Data Management. Customer Complaint Handling and Service Recovery. Customer Satisfaction Measurement and Reporting. Process Improvement and Service Quality Management. Performance Monitoring and KPI Reporting. Microsoft Office and reporting tools. Behavioral Competencies Show more Show less