Director of Customer Service

icon building Company : Emapta
icon briefcase Job Type : Full Time

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Job Description - Director of Customer Service

Revolutionize Customer Service in Commercial Property Management Software!

Our client, Re-Leased, pioneers cloud-based property management solutions tailored for commercial real estate. Their cutting-edge software streamlines essential tasks such as accounting, tenant communication, property inspections, and lease administration. With a mission to empower property professionals, Re-Leased accelerates daily operations, delivers valuable insights, and elevates the tenant experience. Trusted by industry leaders globally, our client's footprint spans the United Kingdom, United States, Australia, and New Zealand.

In the realm of commercial property management, Tom Wallace embarked on a quest for innovation. Recognizing the global need for a tailored solution, he envisioned a modern, cloud-based platform that simplifies complexities through automation. Thus, our client's journey to revolutionize commercial real estate management began.

Today, Re-Leased stands as a beacon of trust for industry trailblazers worldwide. Embracing change as a catalyst for progress, they partner with visionaries to optimize property, leases, and business operations. With a global team spanning the United Kingdom, United States, Australia, and New Zealand, our client is dedicated to shaping the future of commercial real estate. Join them in pioneering transformative solutions that redefine industry standards. Join their diverse team on a journey to redefine the landscape of commercial real estate management.

Job Description

As the Director of Customer Service , you will spearhead the enhancement of customer experience and satisfaction for Re-Leased's operations in the Philippines. Your role will encompass managing the Customer Support and Data teams, ensuring seamless operations and driving excellence in customer service.

Navigate Your Career Path with Us:

Employment Type: Full time

Shift: Day shift

Work Setup: Hybrid, Metro Manila

Your Impactful Role:

Philippines Team Management

  • Lead and manage the customer support and customer data teams, ensuring effective communication, performance management, and adherence to service level agreements.
  • Collaborate with the Senior Lead, Offshore and Special Projects, to scale and enhance flexibility within the Re-Leased customer teams.

Team Management & Leadership

  • Lead, support, and develop customer support and customer data team members, fostering a high-performance Re-Leased centric culture.
  • Provide clear performance expectations, ongoing coaching and mentoring, and foster a culture of collaboration and excellence with the support of the Senior Lead, Offshore and Special Projects.
  • Serve as an escalation point for team members with specific clients, engaging in reactive and proactive customer management as needed.
  • Drive engagement initiatives to enhance employee satisfaction and engagement.

Technical Leadership & Performance Monitoring

  • Implement Re-Leased processes and metrics to track and analyze the performance of the Customer Support and Customer Data teams.
  • Monitor and ensure adherence to SLAs, conduct regular performance reviews, and implement corrective actions when necessary.

Stakeholder Engagement

  • Build strong relationships with key stakeholders, including senior management, regional teams, and customers.
  • Collaborate with cross-functional teams, including sales, product, and marketing, to meet and exceed customer needs.
  • Advocate for customers within the organization, providing feedback and insights to drive product and service enhancements.

Live the Values

  • Prioritize People First: Our people and customers always come first.
  • Embrace Finding a Way: Like a river, we navigate around all obstacles.
  • Embrace a Win or Learn mindset: Our journey for improvement never ends; enjoy the ride!
  • Relationships Internal
  • Develop and maintain excellent working relationships with all Re-Leased team members and stakeholders.

External

  • Cultivate strong relationships with Re-Leased customers and suppliers.

Requirements

Qualifications That Set You Apart:

  • Bachelor's degree in business administration, management, or a related field (advanced degree preferred).
  • Proven experience in leading customer success, support, or implementation teams in the software, technology, or SaaS industry.
  • In-depth knowledge of CRE markets, with a strong understanding of cultural nuances and customer expectations.
  • Excellent leadership skills with a track record of successfully managing and developing high-performing teams.
  • Strong analytical and problem-solving abilities, with the ability to leverage data to drive decision-making.
  • Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
  • At least 5 years of management experience related to customer service.

Benefits

Perks That Make a Difference

  • HMO coverage
  • Competitive Package
  • Hybrid work set-up
  • Prime office location
  • Day shift schedule
  • Standard government and Emapta benefits
  • Total of 20 annual leaves to be used on your own discretion
  • Fun engagement activities for employees
  • Mentorship and exposure to global leaders and teams
  • Upskilling through Emapta Academy
  • Career growth opportunities
  • Diverse and supportive work environment

Who are we?  

Discover a world of possibilities at Emapta , where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment. 

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career . Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us. 

#EmaptaExperience

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