Balfin Real Estate is part of Balfin Group and covers sales & marketing services in the field of Real Estate, offering a high level of expertise in the market
BALFIN Group is one of the leading investment groups in the Western Balkans region, embodying international standards with local expertise. Founded in 1993 in Vienna by Samir Mane, today, the Group has a presence in 11 countries, Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro, Switzerland, Croatia, the Netherlands, USA, and Canada. BALFIN, a diversified group active in real estate, wholesale and retail, banking, asset management, tourism, education, and logistics, employs approximately 5,000 people. Total Group’s Assets (including financial institution) is € 2.2 billion, as of 2023 data.
Job Position: Customer Care Specialist
Department: Marketing
Location: Tirana
Job Summary:
The Customer Care Specialist is responsible for managing incoming calls and registering, maintaining the customer database. He/she is responsible for managing customer complaints, addressing them, returning the answer, collaborating closely with the Marketing and Sales department. The holder of this position takes over the daily tasks of the customer care supervisor and is willing to contribute to the work progress and increase customer satisfaction, thus increasing the company’s image.
Main Duties and Responsibilities:
Customer Satisfaction:
- Achieving high customer satisfaction scores through effective resolution of customer inquiries and complaints.
- Conduct follow-ups to ensure issues are fully resolved.
Response Time:
- Adhering to service level agreements (SLAs) for response and resolution times.
- Ensuring prompt and accurate communication across all customer channels.
Quality of Service:
- Maintaining high-quality standards in communication and interactions with customers.
- Demonstrating professionalism and empathy in all customer engagements.
Process Efficiency:
- Streamlining processes to ensure smooth and efficient customer support.
- Identifying opportunities for process improvements and assisting in their implementation.
Knowledge and Expertise:
- Staying updated on company policies, products, and services to provide accurate information to customers.
- Training and guiding junior team members, if applicable
Complaint Resolution:
- The assurance he/she gives our customers that any complaint will be resolved in a short time and effectively.
- Analyzing recurring complaints and suggesting long-term solutions.
Team Collaboration:
- Coordinating with other departments (e.g., sales, technical support) to resolve customer concerns.
- Actively participating in team meetings and contributing to the development of service strategies.
Reporting and Metrics:
- Maintaining accurate records of customer interactions, feedback, and resolutions.
- Preparing and analyzing reports on performance metrics and suggesting improvements.
- Call Management: Manages phone calls professionally by addressing the client’s interests and providing information based on approved scripts and the latest data received for the projects. Handles significant volume of calls.
- Customer Database Management: Open, register, and maintain the database of incoming customer calls.
- Complaint and Information Handling: Receive all customer complaints and requests for information, direct them to the appropriate department/person, and follow up with the customer to provide resolutions.
- Social Media Interaction: Respond to all comments on social media and address them properly based on the topic.
- Lead Management: Oversee leads from the initial generation through to delegation to the relevant department.
- Lead Distribution: Ensure all qualified leads from all channels managed by the contact center are accurately and promptly assigned to the relevant sales team members.
- Lead Performance Reporting: Track lead distribution and follow-up, providing regular performance reports to the Marketing Manager.
- Data Protection: Safeguard and process customer information in accordance with company policies.
- Customer Feedback Management: Oversee customer feedback from inbound calls and all other channels managed by the contact center, ensuring timely and professional handling.
- Inquiry Response Process: Implement and maintain processes to track and respond to customer inquiries, ensuring no requests are overlooked or delayed.
- Customer Survey Management: Manage customer surveys to assess satisfaction, service quality, and other key performance metrics.
- Sales Team Collaboration: Work closely with the sales team to ensure timely follow-up on leads, optimizing conversion opportunities.
Working Experience:
- Have a minimum of 4 years of experience in customer service, and any other role related to customer service.
Other Qualifications:
- English C1 Level
- Bachelor’s Degree. Relevant certificates in customer service management are preferred.
- Have experience in customer care, call centre or contact centre.
- Very good call management skills, especially problematic ones.
- Have experience in active listening.
- Have experience in CRM systems and related practices.
- Very good knowledge of using Excel and Power Point.
- Ability to orient and adapt to different types of clients.
- Excellent communication and presentation skills.
- Ability to manage a number of tasks simultaneously.
- Adaptability: The ability to adjust to changing circumstances and customer needs.
- Positive Attitude: A friendly and helpful demeanor that creates a positive customer experience.
Interaction:
- Interaction with other departments within the company.
- Interaction with departments, business units in group companies.
- Interaction with partners and third parties.
Key Performance Indicators (KPIs):
- Response time and service levels for inbound calls and requests also in social media.
- Lead distribution accuracy and follow-up rates by the sales team.
- Customer satisfaction scores from surveys and other feedback mechanisms.
- Deviation to % distribution of leads to sales manager.
Work conditions:
Balfin Real Estate is an equal opportunity employer that offers a professional and dynamic work environment, an attractive compensation and benefits package, and opportunities to fully develop your professional potential.
Method of application:
All those interested can apply by sending their CV and motivation letter at this LINK
Submission deadline: 30.01.2025
* All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the “Protection of Personal Data”