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Department: Sales:Customer Service
Make A Real Difference at PropertyGuru.
Real Aspirations. Real People. Real impact.
PropertyGuru is Southeast Asia’s leading PropTech company, and the preferred destination for over 41 million property seekers to connect with more than 63,000 agents monthly to find their dream home. PropertyGuru empowers property seekers with more than 3.2 million real estate listings, in-depth insights, and solutions that enable them to make confident property decisions across Singapore, Malaysia, Thailand, Indonesia, and Vietnam.
PropertyGuru.com.sg was launched in Singapore in 2007 and since then PropertyGuru Group has made the property journey a transparent one for property seekers in Southeast Asia. In the last 15 years, PropertyGuru has grown into a high-growth PropTech company with a robust portfolio of leading property marketplaces across its core markets; award-winning mobile apps; mortgage marketplace, PropertyGuru Finance; and a host of enterprise solutions now under PropertyGuru For Business, including a high-quality developer sales enablement platform, FastKey, DataSense, ValueNet, Awards, events and publications across Asia.
Responsibilities:
Answer customer inquiries by telephone and email, plus any other communication channels that are introduced by the company such as live chat and social media.- Respond to resolving escalated issues and/or unique or complex requests from customers.
- Identify opportunities to enhance internal processes which promote best practices and lead to overall.
- Performance improvement and organizational efficiency.
- Co-ordinate the activities of the Customer Service team; provide support and advice to team members.
- Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide excellent service to customers.
- Evaluate customer feedback and identify ways to maximize customer satisfaction.
- Ensure that standard operating procedures are documented and maintained.
- Produce written reports when required to do.
- Plan and Monitor team rotas to make sure that the daily workloads of team members are and make adjustments to ensure adequate coverage and that the correct procedure and followed.
- Be responsible for updating Time Management System (TMS) with holidays (if any), sickness, etc.
- Leads a customer service team that responds to phone, email, and chat all both technical and non-technical service requests from customers.
- Provide induction and ongoing training and coaching of team members.
- Manage performance; provide development plans and conduct appraisals that encourage employee engagement.
- Assist with the recruitment of new team members.
- Work in a professional and pragmatic manner, respecting all employees throughout the business.
- The ability to contribute to a better working environment for yourself and your co-workers. This
includes self-awareness, initiative, accountability, persistence, resilience, patience, perceptiveness, and emotional regulation. - Flexibility with the departments shift rotation pattern.
Requirements:
Bachelor's degree.- Fluent in English is required.
- Experience in a call center environment.
- Experience of dealing with customers.
- Experience working within the Technology or IT or Media Online Industry.
- 3+ years in a supervisory or team leader role.
- Certification in customer service or related field (if any).
PropertyGuru Group is an equal opportunity employer committed to fostering an inclusive, innovative an learning environment with the best employees. Therefore, we provide employment opportunities without regard to gender, identity, race, religion, nationality, age, marital status, disability, or any other protected status, per applicable law. If there is anything we can do to help ensure you have a comfortable and positive interview experience, please let us know.
Advertised: 06/07/2023
Hiring Start: 09/10/2023
