Manager, Customer Service (Real Estate)

SCOPE OF POSITION
• The Customer Service Manager plays a critical role in shaping and delivering an exceptional ownership journey for clients of our luxury real estate projects. This position oversees all post- sales service activities — from handover coordination and after- sales support to long- term client relationship management — ensuring that every interaction reflects the brand’s premium standards.
• The CS Manager will lead and develop the customer service team, and will collaborate closely with Sales, Marketing, and Operations to create a seamless, high- touch client experience tailored to HNW and UHNW customers.
RESPONSIBILITIES AND ACCOUNTABILITIES
Strategy Development & Process Design:
• Develop and implement comprehensive customer service strategies, policies, and procedures aligned with the company’s premium positioning.
• Establish service standards and SLAs for inquiries, complaint handling, and after- sales support.
• Design and manage omni- channel customer support processes (phone, email, chat, social platforms) ensuring responsiveness, consistency, and a high level of service quality.
• Proactively propose customer engagement programs, exclusive events, and loyalty initiatives to strengthen client relationships and brand advocacy.
Customer Journey & Ownership Support:
• Oversee and guide clients throughout the purchasing process, including assisting with documentation, monitoring payment schedules, and coordinating contract signing.
• Support clients with title deed and ownership documentation, liaising with relevant departments to resolve any issues efficiently.
• Manage and coordinate product handover procedures, ensuring a seamless experience from construction completion to client ownership transfer.
After- Sales & Relationship Management:
• Support clients with title deed and ownership documentation, liaising with relevant departments to resolve any issues efficiently.
• Oversee and guide clients throughout the purchasing process, including assisting with documentation, monitoring payment schedules, and coordinating contract signing.
• Manage and coordinate product handover procedures, ensuring a seamless experience from construction completion to client ownership transfer.
Internal collaboration:
• Collaborate with cross- functional teams (Sales, Marketing, Legal, Accountant, Operations) to ensure consistent client experience across all touchpoints.
• Collaborate with legal, finance, and sales teams to ensure all transaction documents are accurate, compliant, and delivered on time.
Performance tracking:
• Maintain accurate client records and service reports to support internal reporting and strategic decision- making.
• Track client satisfaction metrics and implement continuous improvements to enhance the overall service quality.

Education: A Bachelor’s degree in Business Administration, Hospitality, Real Estate, or a related field. A master degree or MBA could be advantageous.
Experience: At least 3- 5 years of experience in customer service or client relations, preferably in real estate, luxury hospitality, or other high- end service industries.
Skills:
High level of professionalism, empathy, and client- centric mindset.
Strong leadership and people management skills with experience in building or managing a team.
Proven ability to manage client relationships with HNW/UHNW individuals, with a strong sense of discretion and service excellence.
Strong project management and organizational skills, with the ability to handle multiple projects and partners simultaneously.
Fluent in English (written and spoken); proficiency in additional languages is a plus.
Excellent communication, interpersonal, and problem- solving skills.

• Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang- Hoiana, duty meal, …)
• Professional and multicultural working environment
• Big- scale project in central Vietnam
• Career Development Opportunity

Cập nhật gần nhất lúc: 2025-10-28 12:00:07