As a valued member within this thriving and innovative business, the Client Services Manager will play a pivotal role in ensuring that all client service activities enhance client satisfaction, increase active client engagement and maintain positive client relations. Additionally, they will focus on managing client service teams and developing strategies to improve service delivery and client satisfaction within the real estate agency sector.
The Client Services Manager position calls for a confident and self-motivated individual who thrives in a fast-paced environment and is passionate about delivering exceptional customer service.
Key qualifications and experience required for the Client Services Manager:
- Bachelors degree in relevant subject matter (i.e., Business Administration or Customer Relations)
- of 5 years experience in client service or relationship management role
- Background in Real Estate or Financial Sectors
- Proven track record of team management experience
- Proficiency in CRM systems and data analysis tools
- Knowledge of the South African Real Estate Market
- Develop and execute strategies to establish the technical support and operations department for the real estate platform
- Define roles, responsibilities, and processes to support the launch, onboarding, and ongoing support of real estate agents using the platform
- Lead the recruitment, hiring, and onboarding process for technical support specialists, operations staff, and other team members
- Oversee the technical support function to ensure prompt and effective resolution of issues and inquiries from real estate agents using the platform
- Develop and implement procedures for troubleshooting technical problems, providing training and resources, and delivering exceptional customer service
- Collaborate with product development and engineering teams to address platform bugs, enhancements, and feature requests
- Develop and implement operational processes and workflows to support the launch and ongoing management of the real estate platform
- Coordinate with internal teams and external partners to ensure seamless integration of the platform with existing systems and processes
- Monitor platform performance, user feedback, and market trends to identify opportunities for improvement and optimization
- Provide leadership, mentorship, and support to the technical support and operations team, fostering a culture of accountability, collaboration, and continuous learning
- Exceptional communication and interpersonal skills
- Thrives in dynamic and fast-paced environments
- Excellent leadership abilities
