Customer Operations Manager

The Customer Operations Manager at Nawy Real Estate is responsible for overseeing the entire customer operations function, ensuring a seamless and positive experience for customers throughout their journey. This leadership role involves managing daily customer service activities, optimizing operational processes, and collaborating closely with various departments to enhance customer satisfaction and retention.

Key Responsibilities:

• Manage and lead the customer operations team to deliver exceptional service and support.
• Develop, implement, and monitor standard operating procedures (SOPs) to ensure consistency and efficiency.
• Oversee the handling of customer inquiries, complaints, and feedback, ensuring timely and effective resolution.
• Collaborate with sales, marketing, and product teams to align customer operations with business objectives.
• Implement and manage customer relationship management (CRM) tools and platforms to streamline workflows.
• Analyze customer data and operation metrics to identify trends, challenges, and opportunities for improvement.
• Design and track key performance indicators (KPIs) related to customer operations and satisfaction.
• Facilitate training and development programs to enhance team capabilities and customer interaction quality.
• Ensure compliance with company policies and regulatory requirements concerning customer data and interactions.
• Drive continuous improvements in customer operational processes to increase efficiency and customer loyalty.