Location: Quezon City
Work Setup: On-site
Employment Type: Full-time
Job Summary
We are seeking a
Customer Experience Manager to lead initiatives that enhance customer satisfaction and service excellence throughout the real estate customer journey. The role oversees customer service operations, billing support, client communications, and after-sales services while driving continuous improvement across customer-facing processes.
Key Responsibilities
- Manage daily customer experience and customer service operations.
- Ensure timely resolution of customer concerns, service requests, and escalated issues.
- Oversee billing inquiries, payment concerns, and customer account coordination.
- Develop and implement customer experience strategies to improve client satisfaction.
- Work closely with Sales, Finance, Property Management, Engineering, and Legal teams to address customer needs.
- Monitor customer feedback and identify opportunities for service improvements.
- Establish and monitor customer service KPIs and service level standards.
- Lead, mentor, and evaluate the performance of the customer service team.
- Prepare operational and customer satisfaction reports for management.
Qualifications
- Bachelor's Degree in Business Administration, Marketing, Hospitality Management, Real Estate Management, or any related course.
- Minimum of 5 years of managerial experience in Customer Experience, Customer Service, or CRM within the Real Estate industry.
- Must have experience working for a real estate developer or property company.
- Strong background in client management, billing, customer service operations, and inquiry resolution.
- Proven leadership experience managing customer service teams.
- Excellent communication, analytical, and problem-solving skills.
- Proficient in CRM systems, Microsoft Office, and customer service performance reporting.
