Home based customer service

Responsible of managing and running the family business and making sure to improve the volume of property resale and
holiday rentals

• Customer queries
• Dealing with International Clients
• Title Deeds and Taxes
• Accounting
• Marketing, advertising, web maintenance
• Sales and after sales
• Handling customer Accounts

Responsible of managing customer accounts, and preparing all the steps and documents necessary for the sale of the
property as well as support the customers on the aftersales.

• Customer queries
• Dealing with International Clients
• Preparing documentation for the Notary
• Sales and after sales
• Handling customer Accounts

Responsible of a team of 14 staff member making sure that the team is motivated, monitored and measured in line with KPI
targets of customer care and sales department meanwhile leading and managing the team to ensure they follow all the
procedures and provide an awesome customer service to our direct customers and agents. Being the main point of contact
for the department when our head of customer care was away.

• To support the department to achieve sales targets
• Drive and develop team members to achieve individual targets
• Responding to Direct Customers and Agents enquiries
• Providing administrative support to sales consultants and coordinators to ensure sales is completed
• Providing regular coaching to customer care consultants, sales consultants and interns
• Ensure records are accurate and kept up to date
• Maintain service standards of the Directs and Agents Customer Service Channel
• To deliver outstanding customer service to Direct Customers and Agents
• Building rapport and maintaining a strong relationship with Customers and Agents
• Responding promptly to Direct Customers and Agents Customer enquiries, as well as business partners ensuring
accurate and relevant information is provided at all times
• Answer incoming communication from Direct Students and Agents maintaining AWESOME Customer Service throughout,
resolving any issues to ensure Customer Satisfaction at all times and escalating where needed,
• Providing awesome customer service pre/after sales
• Meet Customer Care KPI's
• Ensure a low cancellation rate through effective registration checklist adherence along with an ethical and factual
customer service and sales approach
• Complete Monthly 121's to review their performance in order to enhance their skills
• Create and contribute to Customer Care Team processes, Policies & Manual
• Monthly meetings with Head of Customer Care and Sales Director to review the Team's performance and to discuss any
gaps in performance or quality that needs to be improved
• To complete administrative tasks related to bookings and sales
• Accurate entry of data and management of records
• Monitoring calls, email etiquette and quality checks
• Working with the sales and marketing team to drive sales forward.
• Supporting Customer Care Manager and Head of Customer Care when needed
• Creating reports and presentations such as cancellations, action plan, team development and team distribution