Assistant Manager, Customer Care

Occupation Description

The Customer Care Assistant Manager maintains an ongoing level of engagement with key customers, builds trusting relationships with clients, and protects the brand by maintaining a positive image. He/she provides the highest quality of services to CED’s customers to achieve maximum satisfaction levels.

Job Scope

• Assist the Customer Care Manager and attend on his behalf the management meetings.
• Coach and monitor all customer care team members.
• Handle customer complaints, and provide appropriate solutions in compliance with the company’s policy and procedures.
• Meet walk-in escalated/complaining customers with minimum waiting time and enhance the overall customer experience.
• Reply to customer calls, e-mails, and letters per the agreed SLAs.
• Achieve customer satisfaction via professional handling, timely problem resolution, product knowledge, regular updates, and willingness to help.
• Proactively share updates and build sustainable relationships of trust with customers through consistency and accurate sharing of information.
• Conduct all necessary follow-ups with other departments on behalf of the customer to resolve their problem(s) / accommodate their request(s).
• Report repeated complaints/areas of improvement/challenges facing the team to the management for their reference and relevant action.
• Accurately update the customer’s history/interactions and information on the system.
• Provide regular updates to customers on the status of their escalations/cases/requests.
• Escalate customer issues and report major problems.
• Collect customer feedback (following given surveys).

Cont. Job Scope

• Handle efficiently and on time, all tasks/cases assigned by the manager.
• Provide accurate all needed reports and data to the manager.
• Ensure proper documentation and filing of customers’ requests.
• Attend daily/weekly/monthly staff meetings, and proactively raise issues for group discussions and information sharing.
• Support the continuous enhancement of CED’s database quality and enrichment by collaborating with internal (and external) partners.
• Follow quality standards for customer and prospect data capture.
• Analyse CED’s customer behaviour.
• Handle complaints/escalation SRs related to the branch Customer Care team.
• Handle on-floor escalation related to the branch Customer Care team.
• Coordinate between other teams on the floor and the Customer Care team to finalize the customer request promptly.
• Coordinate between the branch’s Customer Care team members, i.e.: attendance, early leave, vacation, etc.
• Present the required reports, related to the branch performance and walk-ins, as requested.
• Perform any other tasks as requested according to the company’s policies and procedures.

Education and Training

BBachelor’s Degree in Marketing, Finance, Business, Engineering or equivalent.

Most Common Work Experience Requested

• 7-12 years of related experience, preferably in the real estate industry.   
• Solid understanding and knowledge of any Customer Care “ERP” systems.
• Experience working in a “performance-based” environment to foster it within the team.
• Proven work experience in Customer Care in either an “in-house” or an agency capacity.

Budget & Plans

Policies , systems processes & procedures

HSE & Risk Management

Change Management

Continuous Improvements

People management

Working Conditions

Competencies