CRM Team Leader

Betterhomes

UAE

Ref: LP260-141

Job description / Role

Employment: Full Time

Job Summary

The CRM Team Leader will be responsible for the planning, successful execution and follow up for a diverse range of customer retention campaigns, leading the Better Homes Call Centre Division. As a Team Leader, you'll be a mentor, shadowing new staff, and setting an example to other Customer Care Executives to share knowledge and best practices in order to increase their/departmental earning performance and grow the portfolio of new customers to meet monthly targets.

Main Responsibilities

*Answering Inbound calls from potential/existing clients, tenants/landlords and investors regarding property enquiries, request, or complaints in a timely and efficient manner.
*Ensure that any new software integration into company systems meets functional requirements, system compliance, and interface specifications
*To manage the day-to-day planning, operation and problem-solving of a team of Customer Care Executives to meet with the required service level components and standards.
*To be able to handle acute and escalated calls; the most complex customer complaints or enquiries
*Organizing staffing, including shift patterns and the number of staff required to meet demand;
*Correctly identifying the caller's requirement and ensuring that a proper qualification is done before forwarding the calls to respective consultants/departments in a timely and efficient manner.
*Handling a large volume of calls at any given time. Reducing the number of lost calls by ensuring that telephone lines are available and that all incoming calls are answered and forwarded to the appropriate divisions in a timely and efficient manner.
*Performance Reviews will be based on daily set of targets and goals achieved by you as an individual and the contribution made towards your Team.
*Acting as a Communication conduit between Team members and Management on all information disseminated by the company.
*Working very closely with team members to understand their problems and weaknesses and address these to the CRM Manager. Offer solutions and suggestions for process and product improvement to management.
*Maintaining a client database maintaining accurate records on properties & clients. All paperwork, documentation, contact details, reports or lists generated will remain the property of Better Homes. This is to be undertaken in accordance with the procedures as set out by the division.

Requirements

What are we looking for in the ideal candidate?

*Bachelor's degree or equivalent
*5-7 years + extensive experience of managing CRM business strategy; operational or strategic exposure to contact centers required
*Good management experience (leading others, building a high performing team)
*Used to working in a multinational / multilingual internet business
*Ready and willing to work in a fast paced and highly ambitious company

CRM Specific Competencies:

*A strong understanding of direct to consumer CRM concepts. (i.e. Email/Direct Mail Marketing, Customer Segmentation, ROI analysis)
*Investigate and fix fields that have become outdated due to new business/value rules, new processes, or redesigned data warehouses
*Strong data modeling skills in multiple methodologies dimensional models (i.e. conceptual, logical and physical model)

About the Company

Betterhomes, one of the UAE’s largest realtors in Dubai offers the largest selection of residential and commercial property for sale and lease in the region. Established in 1986, Betterhomes is today one of the most reputed and professional realtors in Dubai and the UAE. As a leading real estate company in Dubai and the UAE, Betterhomes is backed by a team of certified and specialised consultants who stand ready to serve your property needs.

Connecting Dubai real estate to buyers and renters locally and globally, Betterhomes makes finding the property you are looking for easier than ever before. With a database of 1000s of Dubai properties and market trends and community information, we educate buyers, sellers, renters and landlords on Dubai real estate and what it offers. Dedicated to helping you find real estate in Dubai and the rest of the UAE, our website lists 1000s of properties in Dubai for the sale and re-sale market.

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