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Manager, Customer Service

Công ty cổ phần Đầu tư Nam Long · Hồ Chí Minh
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Trưởng / Phó phòng
Ngành nghề
Chăm sóc khách hàng
Mức lương
Thương lượng
Địa điểm
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

  • Manager, Customer Service is responsible for managing and overseeing all post-sales customer service activities across real estate projects, from customer deposit and Sales Contract signing through payment collection, contract management, and completion of ownership certificate procedures.
  • The role ensures operational efficiency, regulatory compliance, timely resolution of customer requests, and a high level of customer satisfaction throughout the post-sales journey.
  • Contract Management:
  • Manage the preparation, review, issuance, updating, and administration of sales contracts and related documents in accordance with company policies and procedures.
  • Ensure the accuracy and timely updating of product information, sales policies, standard contracts, issued contracts, and related data on management systems such as SAP and Landsoft.
  • Coordinate with relevant departments to prepare, issue, monitor, and manage contracts, contract appendices, and other customer-related documents.
  • Oversee the contract signing, approval, stamping, filing, and handover process to ensure proper documentation and compliance.
  • Receivables & Debt Collection Management:
  • Manage, monitor, and supervise the team's receivables management and collection activities to ensure timely payment from customers.
  • Monitor overdue receivables and develop effective action plans to minimize outstanding and overdue balances.
  • Ensure the timely issuance of payment confirmations and coordinate payment verification for property handover, ownership certificate procedures, transfers, and other related transactions.
  • Participate in developing and reviewing policies, procedures, guidelines, and forms related to receivables and debt collection.
  • Ownership Certificate Management:
  • Ensure all required legal documents are collected from customers accurately and on schedule to support the issuance of ownership certificates.
  • Coordinate with relevant departments to facilitate the proper and timely handover of ownership certificates to customers.
  • Monitor document collection and certificate handover progress, and recommend solutions to ensure alignment with project business plans and timelines.
  • Ensure proper filing and retention of customer documents and handover records in accordance with company regulations.
  • Customer Request & Complaint Resolution:
  • Ensure customer inquiries related to contracts, payments, and ownership procedures are addressed accurately and in a timely manner.
  • Manage and follow up on customer requests related to contract terms, payment schedule adjustments, contract termination, property transfer, tripartite agreements, and other related matters.
  • Coordinate with relevant departments to develop appropriate solutions for customer requests and complaints and submit recommendations to management when required.
  • Directly communicate and negotiate with customers to reach appropriate and mutually acceptable solutions.
  • Team Management & Development:
  • Manage, evaluate, allocate, and coordinate team resources effectively to meet operational requirements.
  • Lead, coach, and develop team members to enhance their professional knowledge and capabilities.
  • Identify training needs and propose appropriate training and development programs.
  • Build a collaborative, engaged, and performance-driven team.
  • Coach and motivate team members to achieve assigned objectives and KPIs.
  • Reporting & Forecasting:
  • Prepare and consolidate periodic reports on receivables, overdue balances, collection performance, and related operational matters.
  • Analyze and forecast monthly and quarterly cash collections to support business planning and management decisions.
  • Prepare and consolidate reports related to contracts, receivables, and ownership certificate status for assigned projects.
  • Participate in meetings related to contract management, receivables, and ownership certificate activities across assigned projects.
  • Prepare and manage annual budgets for assigned projects and workstreams.
  • Monitor budget utilization and ensure expenses remain within approved budgets.
  • Perform other duties as assigned by the direct manager.

Quyền lợi

Đào tạo

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