Company OverviewFounded in 2000, SKG Properties specialises in the development, leasing and management of commercial and industrial real estate.Joining us means seizing an opportunity to work in a dynamic, industry-leading property company in South Africa, where ethic, customer service, and teamwork are the foundation of our success.RESPONSIBILITIES:Customer Service Division Development:Build and lead a dedicated customer service division from the ground up.Develop and implement customer service policies, procedures, and standards.Recruit, train, and manage a high-performing customer service team.Enterprise Help Desk Management:Establish and oversee an enterprise help desk to support customers, suppliers, employees, and IT users.Implement help desk software and tools to streamline support processes.Monitor and analyze help desk performance metrics to ensure high-quality service delivery.Customer Advocacy:Serve as the voice of the customer within the executive team.Advocate for customer needs and perspectives in strategic decision-making.Customer Experience Enhancement:Develop and execute strategies to improve customer satisfaction and loyalty.Implement customer feedback mechanisms to gather insights and drive continuous improvement.Oversee customer journey mapping and identify areas for improvement.Collaborate with other departments to ensure a consistent and positive customer experience across all touchpoints.Customer Insights and Analytics:Utilize customer data and feedback to gain insights into customer behavior and preferences.Establish metrics and KPIs to measure customer satisfaction and loyalty.Drive data-driven decision-making to improve customer outcomes.Cross-Functional Collaboration:Work closely with marketing, sales, product development, and customer service teams to align efforts and deliver a seamless customer experience.Foster a collaborative environment to ensure customer-centric initiatives are integrated across departments.Customer Retention and Loyalty:Develop and implement customer retention strategies to reduce churn and increase customer lifetime value.Create and manage customer loyalty programs to reward and retain loyal customers.Customer Success Programs:Design and oversee customer success programs to ensure customers achieve their desired outcomes.Provide training and resources to employees to enhance their ability to deliver exceptional customer service.Brand and Product Development:Lead initiatives to enhance SKG Properties brand presence and reputation.Drive product development efforts to meet market demands and customer needs.Collaborate with marketing and sales teams to develop and launch new products and services.Stakeholder Engagement:Act as the primary point of contact for customer-related issues and escalations.Build and maintain strong relationships with key stakeholders, including customers, suppliers, and partners.Represent SKG Properties at industry events and conferences to promote our brand and services.Leadership and Team Management:Lead and mentor a team of customer experience professionals.Foster a culture of continuous improvement and innovation within the customer experience team.Requirements:Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).Proven experience in a senior customer service or customer experience role, preferably within the property management or real estate industry.Skills:Strong leadership and team management skills.Excellent communication and interpersonal abilities.Strategic thinker with a customer-centric mindset.Proficiency in help desk software and customer relationship management (CRM) tools.To submit your application kindly visit the SKG Properties career website or click on the link at:Psychometric tests are required to be undertaken by shortlisted candidates.Should you not have been contacted by 31 August 2024, please consider your application unsuccessful.
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