Job description
I STA Personnel Solutions South Africa - we are a global Business Process Outsourcing (BPO) company, partnering with a USA Client in the Property and Construction Industry.
We are seeking a Customer Relations & Office Manager to join our dynamic team. This is a dual-role position that involves managing client relations and overseeing the back-office operations teams, to ensure seamless project execution and exceptional client service.
PLEASE NOTE THE FOLLOWING:
- Working Hours: This role requires you to work USA hours, Mon - Fri, from 8:30am to 5:30pm EST time (2:30pm to 11h30pm South African time. NOTE: These hours are subject to change depending on daylight savings and/or the operational requirements of the company.)
- Work Environment: This is a remote role for South African Citizens only.
- Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
- Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
KEY RESPONSIBILITIES:
Client Relations:
- Act as the primary point of contact for clients, ensuring all queries and requests are addressed promptly and professionally.
- Manage the dispatch email inbox, ensuring inquiries are delegated to the appropriate team members efficiently.
- Build and maintain strong relationships with clients by providing personalized and high-quality customer service, which is often lacking in the construction industry.
- Communicate effectively with business clients via email and phone, ensuring their needs are met and expectations exceeded.
Office & Project Management:
Oversee and manage back-office operations, ensuring smooth workflows and up-to-date systems.
Lead and manage the project coordination team, ensuring that tasks are completed on time and according to client expectations.
Monitor project timelines, delegate tasks, and follow up with team members to ensure that projects stay on schedule.
Maintain oversight of processes and ensure that agents and coordinators are aligned, allowing the field team to operate effectively.
Continuously optimize internal processes to enhance efficiency and productivity.
Industry Knowledge: Familiarity with Property Management or Real Estate Management is preferred.
Leadership Skills: Proven experience in managing and leading teams effectively.
Communication Skills: Excellent written and verbal communication skills with a clear English accent to engage professionally with clients.
Attention to Detail: Strong organizational skills with a keen eye for detail to ensure accurate delegation and project oversight.
Tech-Savvy: Ability to quickly learn and adapt to new software and programs.
Client-Focused: Passion for delivering top-notch customer service and maintaining client satisfaction.
If you are not contacted within 14 working days, please consider your application unsuccessful.
