Customer Relations Manager

Overview: The Customer Relations Manager is responsible for leading a dedicated team to provide outstanding customer support throughout all phases of engagement, from pre-sales to post-sales. The primary objective is to enhance customer satisfaction and build long-term loyalty. This role involves managing the customer relations team, overseeing the customer care contact center, and ensuring effective interaction with customers across various communication channels, including social media.

Supervisory Responsibilities:

• Take an active role in the recruitment process by identifying staffing needs, creating job descriptions, reviewing applications, conducting interviews, and selecting the right candidates.
• Contribute to the creation and implementation of training programs to enhance the team's performance and professional growth.
• Regularly assess employee performance and offer constructive feedback to foster improvement.
• Provide daily leadership and oversight of the customer relations team to ensure operational success.

Key Responsibilities:

• Develop and execute strategies to improve the overall customer experience, ensuring a high level of satisfaction at all stages of the customer journey.
• Manage the investigation and resolution of customer complaints, ensuring timely and effective outcomes.
• Monitor service levels and implement strategies to maintain high standards of customer service.
• Collaborate with other departments to deliver seamless and integrated service to customers.
• Analyze customer feedback and data to identify trends and suggest improvements in services and processes.
• Oversee the handover of customer cases and ensure a smooth transition of responsibilities between teams.
• Manage the customer relations contact center, ensuring it operates efficiently and that customer inquiries and issues are addressed promptly.
• Oversee the management of customer care social media accounts, ensuring quick and professional responses to customer inquiries and feedback.

Qualifications & Experience:

• Bachelor's degree in Business Administration or a related field.
• A minimum of 8 years of experience in customer service or customer relations, ideally within the real estate sector.
• Proficient in using CRM software and general computer applications.
• Fluent in both Arabic and English (spoken and written).

Skills, Knowledge & Attributes:

• Strategic Vision: Ability to develop a comprehensive customer relations strategy that aligns with business goals and enhances customer satisfaction.
• Analytical Skills: Capable of analyzing customer data to identify issues, pinpoint areas for improvement, and propose effective solutions.
• Effective Communication: Strong communication skills to understand customer needs, manage expectations, and resolve issues promptly.
• Empathy: A deep understanding of customer concerns and the ability to provide support that addresses their emotional and practical needs.
• Leadership: Proven ability to lead, motivate, and guide the customer relations team toward achieving goals.
• Collaboration: Able to work across departments (marketing, sales, development, etc.) to ensure a unified approach to customer relations.
• Innovation: Creative problem-solving skills to develop new solutions that enhance the customer experience.
• Time Management: Excellent organizational skills, with the ability to prioritize tasks, meet deadlines, and manage multiple responsibilities.
• Adaptability: Ability to adapt to changing circumstances and handle a wide range of customer-related challenges with flexibility.
• Attention to Detail: A keen eye for detail to identify and resolve issues that may impact customer satisfaction.
• Passion for Service Excellence: A genuine commitment to delivering exceptional customer experiences and ensuring customer loyalty.