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.
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Last updated on Aug 2, 2024