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Head of Customer Support
وصف الوظيفة
The Head of Customer Support will be responsible for establishing, structuring, and leading the Customer Support function from the ground up. This role will focus on delivering service excellence across the customer lifecycle, ensuring high customer satisfaction, operational efficiency, and alignment with the company’s brand and business objectives.
المسؤوليات
- Establish and lead the Customer Support department, including organizational structure, processes, and governance.
- Develop and implement SOPs, SLAs, escalation frameworks, and customer service policies.
- Oversee end-to-end customer support operations including post-handover support, defect management, and customer escalations.
- Implement and manage CRM systems, ticketing platforms, and performance dashboards.
- Recruit, train, and lead a high-performing customer support team.
- Collaborate with internal stakeholders including Development, Facilities Management, Sales, Legal, and Finance.
- Act as the senior escalation point for critical or high-impact customer issues.
- Drive continuous improvement initiatives to enhance customer satisfaction, CSAT, and NPS scores.
المؤهلات
- Minimum 8 years of experience in Customer Support / Customer Experience leadership within real estate development.
- Strong preference for candidates with leadership experience at EMAAR.