Investigate customer's problems and find solutions.
Communicate with customers via phone, email, or letter.
Hire, train, and terminate customer service agents.
Provide scripts to read from during phone calls.
Handle major incidents that cannot be resolved by agents.
Resolve complaints and order issues.
Ask customers to provide feedback on agents and customer service experience.
Keep abreast of new company products and services.
Issue refunds to customers.
Oversee product exchanges and returns.
Analyze data and statistics.
Compile and print reports on overall customer satisfaction.
Isolate and identify areas of improvement.
Train agents on how to adequately address problem over the phone or how to write correspondence.
Work with management on customer service initiatives.
Utilize social media to respond to customer complaints and praise.
Supervise customer service managerial staff.
Train managers on how to effectively lead customer service agents.
Job Requirement
QUALIFICATIONS
Advanced level of English
Bachelor’s degree in Civil Engineer, business administration, business, or related field preferred
Two (2) years’ previous experience in customer support, client services, sales, or a related field in Real Estate
Demonstrated and proven sales results
Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software
Focus on customer service
Excellent verbal and written communication skills
Skill to be Persuasive and goal-oriented
In-depth understanding of company services and its position in the market
Excellent customer care and focus; ability to assess customers’ needs and provide correct answer, path, troubleshooting, or method for a positive customer experience
Ability to multitask, prioritize, and manage time efficiently