Handle a team to create, print, and fill in all contracts/reservation forms for property investments
Manage signatures and stamps for all necessary documents
Handle courier services for document delivery and ensure timely processing of all paperwork
Administrative Portal Management:
Manage the creation and organization of investment documents, ensuring accuracy and completeness
Oversee the ingestion of unit data into the administrative portal, ensuring all information is up-to-date and accurate
Process Improvement:
Identify and implement process KPIs from scratch in addition to continuous improvements to enhance operational efficiency
Develop and maintain standard operating procedures for all aspects of the business
Coordination and Communication:
Create daily, weekly, monthly, quarterly & yearly reports on all our operations & customer
support metrics.
Coordinate with internal commercial & marketing teams to react timely on customer insights
Reporting and Analysis:
Track and report on key operational metrics to senior management
Analyze operational data to identify trends and areas for improvement
Team Building and Leadership:
Recruit, hire, and train a high-performing customer support team
Provide ongoing coaching, mentoring, and professional development opportunities for team members
Foster a positive and collaborative team culture focused on customer success
Development of SOPs:
Develop and document comprehensive standard operating procedures (SOPs) for all aspects of customer support
Ensure SOPs are clearly communicated, easily accessible, and regularly updated
KPI Definition and Management:
Identify and implement process KPIs from scratch & oversee the entire customer support process, ensuring excellent service from initial inquiry to post-investment support
Monitor and analyze KPIs, providing regular reports to senior management
Implement strategies to improve performance based on KPI analysis
Customer Relationship Management:
Respond to customer inquiries promptly and professionally via phone, email, and in-person
Act as the primary point of contact for key customers, addressing their concerns and providing tailored solutions
Build strong relationships with customers, understanding their needs and ensuring their success with our platform
Gather customer feedback and insights to inform product development and improve customer experience
Customer Support Operations:
Work closely with Product & Tech. teams to implement and manage automated customer support tools and technologies to enhance service delivery
Oversee daily operations of the customer support team to ensure timely and effective resolution of customer inquiries and issues
Develop and maintain a knowledge base for internal and external use
Process Improvement:
Continuously evaluate and improve customer support processes to enhance efficiency and effectiveness
Identify and implement best practices in customer support and success
Cross-Functional Collaboration:
Collaborate with product, sales, and marketing teams to ensure a seamless customer journey
Provide customer insights and feedback to inform business decisions and strategies
Reporting and Analysis:
Prepare and present regular reports on customer support performance and customer satisfaction metrics
Use data-driven insights to identify trends and opportunities for improvement
Requirements
Bachelor's degree in Business Administration, Operations Management, or a related field
5+ years of experience in operations management and customer success, customer support, or a similar role
Strong organizational and multitasking skills
Excellent written and verbal communication skills
Proficiency in Microsoft Office 365, customer support software and CRM systems, and familiarity with administrative software
Attention to detail and problem-solving skills
Proven experience in building and leading a customer support team
Strong understanding of customer success principles and best practices
Strong analytical skills and experience with KPI management
Ability to work independently and manage multiple priorities in a fast-paced environment
Preferred Skills:
Experience in the real estate or investment industry
