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Customer Success Operations Manager

nawy-real-estate · 30+ days ago
Negotiable
Full-time
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Legal Documentation and Compliance:

  • Handle a team to create, print, and fill in all contracts/reservation forms for property investments.
  • Manage signatures and stamps for all necessary documents.
  • Handle courier services for document delivery and ensure timely processing of all paperwork.

Administrative Portal Management:

  • Manage the creation and organization of investment documents, ensuring accuracy and completeness.
  • Oversee the ingestion of unit data into the administrative portal, ensuring all information is up-to-date and accurate.

Process Improvement:

  • Identify and implement process KPIs from scratch in addition to continuous improvements to enhance operational efficiency.
  • Develop and maintain standard operating procedures for all aspects of the business.

Coordination and Communication:

  • Create daily, weekly, monthly, quarterly & yearly reports on all our operations & customer

support metrics.

  • Coordinate with internal commercial & marketing teams to react timely on customer insights.

Reporting and Analysis:

  • Track and report on key operational metrics to senior management.
  • Analyze operational data to identify trends and areas for improvement.

Team Building and Leadership:

  • Recruit, hire, and train a high-performing customer support team.
  • Provide ongoing coaching, mentoring, and professional development opportunities for team members.
  • Foster a positive and collaborative team culture focused on customer success.

Development of SOPs:

  • Develop and document comprehensive standard operating procedures (SOPs) for all aspects of customer support.
  • Ensure SOPs are clearly communicated, easily accessible, and regularly updated.

KPI Definition and Management:

  • Identify and implement process KPIs from scratch & oversee the entire customer support process, ensuring excellent service from initial inquiry to post-investment support.
  • Monitor and analyze KPIs, providing regular reports to senior management.
  • Implement strategies to improve performance based on KPI analysis.

Customer Relationship Management:

  • Respond to customer inquiries promptly and professionally via phone, email, and in-person.
  • Act as the primary point of contact for key customers, addressing their concerns and providing tailored solutions.
  • Build strong relationships with customers, understanding their needs and ensuring their success with our platform.
  • Gather customer feedback and insights to inform product development and improve customer experience.

Customer Support Operations:

  • Work closely with Product & Tech. teams to implement and manage automated customer support tools and technologies to enhance service delivery.
  • Oversee daily operations of the customer support team to ensure timely and effective resolution of customer inquiries and issues.
  • Develop and maintain a knowledge base for internal and external use.

Process Improvement:

  • Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness.
  • Identify and implement best practices in customer support and success.

Cross-Functional Collaboration:

  • Collaborate with product, sales, and marketing teams to ensure a seamless customer journey.
  • Provide customer insights and feedback to inform business decisions and strategies.

Reporting and Analysis:

  • Prepare and present regular reports on customer support performance and customer satisfaction metrics.
  • Use data-driven insights to identify trends and opportunities for improvement.

Requirements

  • Bachelor's degree in Business Administration, Operations Management, or a related field.
  • 5+ years of experience in operations management and customer success, customer support, or a similar role.
  • Strong organizational and multitasking skills.
  • Excellent written and verbal communication skills.
  • Proficiency in Microsoft Office 365, customer support software and CRM systems, and familiarity with administrative software.
  • Attention to detail and problem-solving skills.
  • Proven experience in building and leading a customer support team.
  • Strong understanding of customer success principles and best practices.
  • Strong analytical skills and experience with KPI management.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Skills:

  • Experience in the real estate or investment industry.
  • Knowledge of legal documentation processes.
  • Familiarity with customer support best practices.
  • Fluency in both English and Arabic.
  • Knowledge of creating and implementing SOPs.

Last updated on Aug 2, 2024

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