Head - Customer Service

Job Description
• Develop and implement the company’s customer service strategy aligned with business objectives.
• Establish customer experience standards across sales, construction updates, handover, and after-sales service.
• Create KPIs, service benchmarks, and customer satisfaction metrics.
• Lead continuous improvement initiatives to enhance service quality.
• Lead, mentor, and develop customer service managers and support teams.
• Define team structure, roles, and performance expectations.
• Conduct regular training programs to improve service quality and technical knowledge.
• Promote a customer-centric culture across departments.
• Oversee the entire client lifecycle: pre-sales support, booking and documentation coordination, and post handover support.
• Ensure smooth coordination between sales, project management, engineering, legal, and finance teams.
• Design and manage a structured complaint resolution framework.
• Handle high-level escalations and sensitive customer cases.
• Develop SOPs for service delivery, handovers, and post-sales operations.
• Implement CRM systems and digital tools for tracking customer interactions.
• Prepare monthly and quarterly customer service performance reports.

Qualification
• Bachelor’s Degree in Business Administration or related field.
• 10–15+ years of experience in customer service, with at least 5 years in a leadership role within real estate or construction.
• Strong knowledge of real estate project lifecycle and property handover processes.
• Experience with CRM systems and service management tools.