Supervisor, Call Center Management

• Handle tasks related to supporting the resolution of customer requests, inquiries, and complaints to ensure customer satisfaction.
• Directly contact customers to provide information and consultation regarding procedures arising throughout the process of purchasing real estate products.
• Be responsible for assigned tasks related to obtaining ownership certificates for customers.
• Be responsible for assigned tasks related to the Company’s contract management activities.
• Ensure that documents and records are accurate and properly updated in the system in accordance with regulations.

• Receive and respond to customer requests and complaints in accordance with SLA; manage and supervise call center operations to ensure service quality; support and guide customers in completing contract liquidation, transfer procedures, or other procedures arising throughout the contract implementation process; provide consultation and guidance to customers on loan programs.

• Contact, notify, arrange appointments, and guide customers in completing the signing of contracts, appendices, and other related documents.
• Contact, notify, arrange, and collect required documents from customers, and guide them in signing documents related to the issuance of ownership certificates, then transfer the documents to the responsible department.
• Propose solutions to improve service quality and enhance the operational efficiency of the call center.
• Measure and evaluate customer satisfaction.
• Prepare periodic reports or reports upon request.
• Perform other tasks as assigned.

Background / Experience

• College degree or above in Business Administration, Marketing, Customer Relationship Management, or other related majors.
• At least 3 years of experience in a call center or customer service environment.
• Able to communicate in English.
• Proficient in using office software (Word, Excel, etc.) and specialized software used in customer relationship management.

Knowledge, Specific job skills, and Abilities

• Strong communication, negotiation, and customer handling skills, particularly in resolving issues arising during the customer contract implementation process.
• Knowledge of the real estate industry and the Company’s business development objectives.
• Ability to assess and identify customer needs in real estate transactions.
• Ability to adapt to change and quickly learn new knowledge and technologies.

Mindsets & behaviors

• Proactive, accountable, and results-oriented.
• Professional demeanor with strong time-management and follow-through.
• Cooperative, open-minded, and supportive in teamwork.
• Willingness to learn and adapt to new marketing trends.
• Integrity – Professionalism – Ownership (Core value)