The Customer Operations Manager at Nawy Real Estate is responsible for overseeing the entire customer operations function, ensuring a seamless and positive experience for customers throughout their journey. This leadership role involves managing daily customer service activities, optimizing operational processes, and collaborating closely with various departments to enhance customer satisfaction and retention.
Key Responsibilities:
- Manage and lead the customer operations team to deliver exceptional service and support
- Develop, implement, and monitor standard operating procedures (SOPs) to ensure consistency and efficiency
- Oversee the handling of customer inquiries, complaints, and feedback, ensuring timely and effective resolution
- Collaborate with sales, marketing, and product teams to align customer operations with business objectives
- Implement and manage customer relationship management (CRM) tools and platforms to streamline workflows
- Analyze customer data and operation metrics to identify trends, challenges, and opportunities for improvement
- Design and track key performance indicators (KPIs) related to customer operations and satisfaction
- Facilitate training and development programs to enhance team capabilities and customer interaction quality
- Ensure compliance with company policies and regulatory requirements concerning customer data and interactions
- Drive continuous improvements in customer operational processes to increase efficiency and customer loyalty
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field
- At least 5 years of experience in customer operations or customer service management, preferably in real estate or a related industry
- Proven leadership skills with experience in managing and developing teams
- Strong analytical skills with the ability to interpret data to make informed decisions
- Excellent communication and interpersonal skills
- Experience with CRM software and customer operation platforms
- Ability to manage multiple priorities in a fast-paced environment
- Knowledge of process improvement methodologies is a plus
- Fluency in English; additional languages are advantageous
