Customer Service and Recovery Manager

The Customer Service and Recovery Manager at Vista Group plays a pivotal role in ensuring exceptional customer experiences while leading a dedicated team of six professionals. This position emphasizes the significance of maintaining positive customer relationships, effectively addressing conflicts, and implementing recovery strategies to enhance customer satisfaction and retention. This role requires a blend of leadership, strong communication, analytical skills, and a deep understanding of housing society operations and legal processes pertaining to sales and recovery. As a key player in our organization, the Customer Service and Recovery Manager will drive process improvements that align with our company goals, ensuring that our clients are supported and their needs are met in a timely and efficient manner.
Responsibilities

Lead and manage a team of six customer service representatives, providing guidance, training, and support to foster a high-performance culture and enhance team capabilities.
Oversee the customer recovery process to ensure timely resolution of client issues and effective management of recovery operations.
Develop and implement strategies for improving customer service processes, enhancing client satisfaction, and fostering long-term relationships.
Utilize data analysis techniques to identify trends in customer feedback and service performance, allowing for targeted improvements and proactive responses.
Communicate effectively with clients to address their inquiries, resolve conflicts, and ensure clear understanding of services and solutions offered.
Monitor and uphold legal processes related to sales and recovery, ensuring compliance with applicable laws and regulations in all client interactions.
Collaborate with cross-functional teams to enhance service delivery and resolve complex issues that impact customer experience.
Implement training and development initiatives to equip team members with necessary skills in conflict resolution, negotiation techniques, and effective communication.
Maintain comprehensive records of customer interactions, service metrics, and recovery outcomes to report on team performance and identify areas for improvement.
Continuously evaluate service delivery strategies and recommend enhancements to improve efficiency, effectiveness, and customer satisfaction.