Director - Residential Customer Care

Merex Investment Group

Key Accountabilities:

• Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled in a timely and professional manner.
• Manage all customer service-related matters including after sales and sales operation as well as hand-over and beneficial occupation processes. Proactively address any community management challenges that may arise ensuring effective resolution and Customer satisfaction.
• Create and implement efficient and balanced workflows that maximize efficiency and produce high level of service quality and customer satisfaction, improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.
• Develop and execute contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to ensure qualitive processes aligned with business standards.
• Monitor and measure service metrics and volume to develop standards, improvements or changes to workflows and resource allocation whilst monitoring customer feedback and requests.
• Be the focal point of contact between the company verticals and its customers in providing necessary support in clarifying queries and in resolving customer issues in line with corporate governance frame works, policies and procedures underpinned by DOA's (Delegation of Authority).
• Develop and implement strategies to improve customer satisfaction, loyalty, and retention including creating new training programs or updating existing ones to better equip customer service representatives with the tools they need to provide exceptional service.
• Implement customer service and interaction policies, systems, initiatives, processes, and procedures to deliver the customer care strategy and achieve acceptable risk ratings for the Customer Service Centre in line with agreed SLA's (Service Level Agreements).
• Prepare feasibility studies and budgets, as required, for projects on a monthly and annual basis via the prepared business plan; forecast revenues and profitability by projecting varied business cases to be submitted.
• Actively pursue, establish, and foster excellent client relationships with the goal of providing best-in-class solutions to customer inquiries and complaints by proactively engaging with customers through various channels, including chat, complaint monitoring, engagement in customer conversations, and soliciting feedback. With agility as a core principle, ensure prompt and effective responses to customer needs.
• Provide high quality and consistent customer service to address the customers' business needs and requirements; respond quickly and accurately to queries and issues by providing professional attention and support.
• Ensure complaints are followed up with the appropriate departments/individuals, and provide timely, professional, and accurate feedback/resolution to customer inquiries/complaints.
• Conduct service quality audits by developing suitable checklists and questionnaires, visiting individuals, and administering checklists and questionnaires, analyzing data and preparing audit reports with recommendations on ways of improvement for the Customer Service Center to ensure that the key gaps in customer services are identified and a suitable action plan is developed.
• Ensure the team are continually updated with Company products and services to provide accurate and timely information to customers.
• Manage and oversee the execution of pre- and post-handover activities across the company /community ensuring effective engagement and interaction with customers.
• Prepare and present monthly customer care reports summarizing the total volume of remittance business generated, number and type of problems reported from the customers and settled each month with data and insights about the operations.
• Monitor and analyze customer data and trends, using this information to identify areas for improvement and to inform decision-making.
• Work closely with other senior leaders to ensure that customer management activities are aligned with the company's overall goals and objectives.