Job Description
The head of customer service in real estate is responsible for leading the customer service staff, resolving customer issues, and improving the customer service experience.
The head of customer service should have interpersonal skills, including active listening, patience, and empathy. They should also be able to collaborate with others to implement new strategies.
Key Responsibilities:
- Customer service management: Lead the customer service staff, set a mission, and develop strategies to achieve it
- Customer issue resolution: Resolve customer complaints and inquiries, and follow up on pending issues until they are resolved
- Customer service policy: Develop and implement customer service policies and procedures
- Customer satisfaction: Measure customer satisfaction and find ways to improve services
- Customer relationships: Build and maintain relationships with clients, and conduct business reviews to ensure client satisfaction
- Internal coordination: Coordinate with other departments to solve customer complaints and fulfill business needs
- Staff development: Recruit, mentor, and develop customer service agents
- Budget management: Adhere to and manage the approved budget
- Record keeping: Keep accurate records of customer service actions and discussions
- Report compilation: Analyze statistics and compile accurate reports
