Customer Experience Group Section Manager

Job Title : Customer Care Section Manager

Department : Customer Care

Reports To : [Insert Reporting Line]

Job Summary :

The Customer Care Section Manager is responsible for leading and managing the customer care team to ensure exceptional service delivery, efficient handling of client concerns, and compliance with property management standards. This role involves implementing strategies, programs, and initiatives aimed at improving departmental performance and enhancing customer satisfaction.

Key Responsibilities :

Customer Service Leadership :

Oversee day-to-day operations of the Customer Care section, ensuring timely and effective resolution of customer inquiries, complaints, and reservation requests in coordination with the Property Management Office (PMO).

Dispute Resolution & Complaint Management :

Develop and implement processes for handling disputes and complaints, ensuring fair and efficient resolution aligned with company policies.

Strategic Initiatives :

Design and execute improvement programs, customer engagement strategies, and service quality initiatives to enhance overall customer experience.

Regulatory Compliance :

Ensure adherence to property and building regulations, particularly PD 957 (Subdivision and Condominium Buyers' Protective Decree), and other relevant laws.

Team Development :

Train, mentor, and evaluate customer care staff to maintain high service standards and professional growth.

Performance Monitoring :

Establish KPIs and monitor departmental performance, preparing reports and recommending improvements.

Collaboration :

Work closely with PMO and other departments to streamline processes and resolve cross-functional issues.

Qualifications :

Education : Bachelor’s degree in Business Administration, Property Management, or related field.

Experience : Minimum of 10+ years of relevant experience in customer service, property management, or related roles, with at least 5 years in a leadership capacity.

Strong customer service orientation with proven ability to address concerns and manage reservation requests.

Experience in dispute resolution and complaint management.

Excellent verbal and written communication skills.

Familiarity with property and building regulations, particularly PD 957.

Background in horizontal (subdivision) or vertical (condominium) property management.

Demonstrated ability to implement strategies and drive departmental improvements.