Operations & Customer Experience Consultant for Real Estate
2 days ago
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.
- 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.
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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