Director, Customer Service Excellence

We are currently hiring for an impactful leader in Customer Service as Director - Customer Service Excellence, who would be responsible for leading daily operations in Customer Service Excellence department by ensuring exceptional customer service delivery, implementing innovative strategies to enhance customer satisfaction and achieve measurable KPIs aligned with organizational goals.

Profile Requirements:

• 15+ years' experience in customer service with experience in Qatar/ GCC real estate market.
• Bachelor's degree in business administration, engineering, science or equivalent is mandatory.
• Master's degree in business administration, marketing or equivalent is preferred.
• Excellent communication skills with high level of customer orientation.

Job Responsibilities:

As the Director, Customer Service Excellence, the responsibilities will be as under:

Customer Relationship Management:

• Managing customer satisfaction, overseeing customer interactions, and ensuring high quality post purchase experience.
• Establishing and maintaining long term client relationships by implementing personalized engagement strategies throughout the property purchase and ownership lifecycle.
• Control escalations and ensure complex customer issues are addressed on time.

Customer Service Strategy and Standards:

• Define and implement customer service standards aligned with industry benchmarks to ensure seamless and consistent customer experience across all touchpoints.
• Design policies that ensure consistent, positive customer experience across all touchpoints.

Reporting and KPI management:

• Develop advanced KPIs dashboards to monitor real time metrics on customer satisfaction, response times, resolution rates and identify actionable insights for continuous improvements.
• Utilize advanced data analytics to prepare insightful reports for executive leadership, highlighting service trends, improvements, and strategic recommendations.

Complaint Resolution and Risk Management:

• Establish automated complaints resolution framework to track, analyze and resolve issues efficiently to reduce customer attrition and enhance loyalty.
• Forecast and mitigate potential risks that could negatively impact customer relations or brand reputation.
• Foster a positive experience that leads to customer loyalty, referrals, and an enhanced reputation for QD.

Organization Structure:

• Recommend an optimum organization structure for Customer Service excellence department, in coordination with HR department, that aligns with departmental goals.
• Foster a high-performance culture aligned with business objectives.

Post – Sales Support and Aftercare:

• Lead Post – sales operations by standardizing processes for final inspections, property handovers, warranty, and maintenance management.
• Manage post-purchase inquiries efficiently to enhance customer satisfaction.

Feedback Collection and Continuous Improvement:

• Implement structured customer feedback mechanism to identify service gaps and areas of improvement.
• Collaborate with other divisions/ departments to address recurring issues and improve future developments.

Compliance and Regulatory adherence:

• Ensure strict adherence of customer service practices to relevant industry regulations and company policies.
• Continuously monitor updates in local and international real estate regulations, ensuring timely adjustment to policies and procedures to main full compliance and mitigate potential risks.