CSR Head

About the job CSR HeadAbout the job Head of Customer Service Department

About the company we're hiring for Currently:

Hiring one of our top consulting firm for Real Estate in Karachi.

Job Description:

The Head of Customer Services is responsible for developing and leading the companys customer service strategy to ensure superior client satisfaction throughout the customer journey from booking and handover to after-sales support. This role ensures that customer concerns are handled efficiently, service standards are maintained, and the companys reputation for excellence is consistently upheld.

The ideal candidate is a dynamic leader with strong communication, problem-solving, and organizational skills, preferably with experience in the real estate or development sector.

Key Responsibilities:

• Leadership & Strategy

· Develop and implement a customer service strategy aligned with the companys vision and business goals.

· Lead, train, and motivate the customer service team to deliver outstanding service experiences.

· Establish service quality standards, policies, and procedures to ensure consistency and professionalism.

• Customer Relationship Management

· Build and maintain strong relationships with clients to enhance customer loyalty and retention.

· Handle high-profile or escalated customer complaints and ensure prompt resolution.

• · Oversee client communication across all touchpoints calls, emails, social media, and in-person visits.
• Operations & Process Management

· Ensure timely and accurate responses to all customer inquiries and issues.

· Implement customer feedback mechanisms to identify improvement areas.

· Collaborate with sales, finance, technical, and legal departments to resolve client concerns effectively.

· Oversee the handover and post-handover support processes in coordination with project teams.

• Performance & Reporting

· Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.

· Generate monthly and quarterly reports on service quality, customer feedback, and team performance.

· Analyze trends and propose initiatives to enhance customer experience.

• System & Technology

· Supervise the use of CRM systems to track customer interactions and maintain updated records.

· Recommend and implement digital tools or automation to improve service delivery efficiency.

• Team Development

· Hire, train, and mentor customer service officers and executives.

· Foster a positive, empathetic, and performance-driven team culture.

Conduct regular coaching sessions and workshops on communication and client handling.

Requirements:

• Years of Experience (with Industry preference if any): 5-7 years of relevant experience in customer service or client relations, with at least 3 years in a leadership role.
• Experience in real estate, development, or property management is highly preferred.
• Minimum Qualification: Bachelors degree in Finance, Business Administration, Accounting, or related field
• (Masters preferred)Age Requirement: 20 to 40 age

Preferred Qualifications:

• Bachelor's degree or above

Other Details:

Work Mode: Onsite Karachi

Experience: 5+ years

Days: Monday to Saturday

Timing: 10 am - 8 pm (8 hours)

About HR Ways:

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Job Type: Full-time

Work Location: In person