Roles & Responsibilities

• Fully oversee and be responsible for the day-to-day operation of the Client Success (CS) team who are responsible for ensuring all incoming client enquiries are allocated to the appropriate Property Consultant in a timely fashion. This is a key part of ensuring we have the best customer experience possible
• Ensure the CS team operates in a timely, professional and efficient manner
• Design and manage 7 day double shift patterns as we have different members of the SC team working every day from 9.00 am to 10.00 pm
• Develop all Client Success Team SOPs to always maximize efficiency
• Establish and maintain collaborative and happy working relationships between team members; including directing, training, coaching and supporting
• Maintain complete and accurate collection of files and records
• Design and implement KPIs and guidelines/regulations of the department
• Collaborate with cross-functional teams to develop and implement effective lead generation and management strategies
• Take ownership of lead management and retention activities of direct subordinates
• Proactively collaborate with Sales Enablement team and CCO on client journey mapping and propose improvement opportunities

Qualifications

• At least 5 years experience in customer service with at least 3 years in management role
• Previous experience in real estate agency is ideal, but not required
• Track record of maintaining high professionalism and high team productivity
• Champion and reinforce exceptional ethical standards through leading by example and create a culture of professionalism, honesty and integrity
• Sufficient understanding of residential rental/sale processes and property laws is desirable
• Sufficient skills in Excel and team management
• Must have excellent written and spoken English and Thai skills
• Decisive and result-oriented leader with a high sense of urgency
• Experienced in CRM applications (a must), and also a good understanding of social media account handling
• Experience with Google Business Applications and Google Worksheet

Email address: talent[at]propertyscout.co.th

Email Subject: Client Success Team Leader - Application - [Your Name]

Content: Please email your updated English CV and answer the 3 questions below:

1. Why are you a good fit for this role?
2. What are your salary expectations?
3. When can you start?