Operations & Customer Experience Consultant for Real Estate

3 weeks ago

Quezon City, Philippines Private Advertiser Full time

Key Deliverables:

  • Initial Customer Care Focus (Real Estate):

    • Assess and refine the current team structure, roles, and responsibilities for the Customer Care Department.

    • Develop standardized, efficient operating procedures (SOPs) for handling customer concerns across all channels (Email - which accounts for ≈90% of volume , Messenger, Viber, and Walk-ins).

    • Evaluate our current CRM system and processes , providing expert recommendations for optimization, implementation, or alternative solutions to enhance efficiency, tracking, and reporting.

  • Organizational Expansion & Strategy:

    • Develop a blueprint for scaling the new customer care structure, processes, and service standards to our Sales, Loans, and other operational departments.

    • Identify opportunities for cross-departmental process integration to ensure a seamless client journey from initial contact through closing and post-sale support.

  • Knowledge Transfer & Training:

    • Help develop a foundational training roadmap and materials to upskill our new Customer Care team members. This foundation must be flexible enough to be adapted for training employees in other departments.

What You Bring:

  • Solid Background in Real Estate & Financial Services: Extensive, hands-on experience within the real estate industry, and ideally, exposure to related fields like loans/mortgages or sales operations.

  • Customer Service & Operations Leadership: Proven success in setting up, structuring, or managing a high-volume, multi-channel customer service/care team.

  • Process Improvement & Scalability Expertise: A strong history of identifying bottlenecks, streamlining operations across different functional teams , and implementing effective, measurable improvements that are easily scaled.

  • Technology/CRM Fluency: Deep knowledge of CRM systems and experience in leveraging technology to enhance departmental efficiency and data-driven decision-making.

  • Consulting Experience: Excellent communication, strategic thinking, analytical, and presentation skills with the ability to lead change and transfer knowledge effectively.

Contract Details

This will be a project-based, contract consultancy role with a defined scope to establish the initial Customer Care Department and provide a scalable strategy for other departments. Compensation will be competitive and commensurate with experience.

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