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Customer Care Manager

Vacancy: Customer Care Manager
Ref: HR/2017/22

Pafilia Property Developers Ltd, one of Cyprus leading and most respected property developers, is dedicated to bringing to the market world class residential properties. As we continue to build an even stronger foundation, we seek employees who can make a difference in our future and in the future of property in Cyprus.

Location: Pafos, Cyprus

The successful candidate will ensure that customers, after the signing of contract, receive the best possible service and support. Act as Pafilia champion for any issues concerning the customer Experience from the signing of contract and beyond. 

Department & reporting structure: Reports to the Construction Director
Specific duties:

• Ensure that Customer Care standards are carried out with strict adherence to Quality Assurance procedures and accurate customer records are kept on records 

• Ensure that regular, timely, and effective communication is maintained with all customers

• Ensure that accurate information is held regarding the progress of projects and projected completion dates

• Proactively monitor any design changes to projects, assess how they may affect specific customers, and ensure that customers are diligently informed of any changes that may affect them

• Handle any customer complaints and diligently seek immediate and effective remedy

• Ensure that the team promotes effectively the uptake of property upgrades and there is an effective cooperation with the Extras and Customer Requirements Executive 

• Ensure excellent synergies with all internal departments to ensure the best possible customer service throughout the process up to and beyond delivery

• Identify and eliminate waste from all service activities

• Assess the use of software systems to support the effective execution of the various services that the team offers

• Monitor resource requirements and make advance planning for sufficiency of resources according to planned new product introduction

• Monitor customer interactions and response times to issues that may arise, and ensure that appropriate action is taken to improve response times

• Regularly prepare and deliver in-house training courses aimed at all members of the team

• Encourage the formation of and lead Quality Circles focused on eliminating overall customer complains

• Periodically review Standard Practice Instructions, Work Procedures, and Forms to improve service effectiveness and Total Customer Satisfaction

Necessary requirements:

• University degree and Master degree in Business or other related field

• Minimum 8 years’ experience in a similar role, at least 5 years in customer relationship management role

• Property industry knowledge a must

• Excellent knowledge of the English language, both written and oral

• Excellent communication and interpersonal skills

• Demonstrated problem solving and negotiation skills

• Excellent organizational skills

• Ability to work under pressure and strict deadlines 

• Attention to detail and a high level of accuracy 

• Excellent Computer skills

High Performance Attributes:
We offer an attractive remuneration and benefits package commensurate with knowledge and experience.
To apply please contact Human Resources:
e: careers@pafilia.com
Successful applicants will be contacted within 4 weeks.

Head Office:
33 Nicodemou Mylona
Pafos, CY8101
T: +357 26 848 800
F: +357 26 934 910
E: info@pafilia.com
Freephone: 8000 89 89
Limassol Office:
28th October Avenue
Limassol, CY3105
T: +357 25 590 880
E: info@pafilia.com

Moscow Office:
12 Kransopresnenskaia
Poz'ezd 6, Office 1032
Moscow, Russia
T: +7 (495) 258 1970 /71
F: +7 (495) 258 1970 /71
E: russian@pafilia.com
Beijing Office:
Room 3305, No.6 Building
Jianwai SOHO
No.39 East 3rd Ring
Middle Road, Chaoyang
District, Beijing, China
T: +86 186 1115 0291
E: info@pafilia.cn.com
South East Asia Office:
Level 46, Bitexco Financial Tower
2 Hai Trieu Street
District 1
Ho Chi Minh, Vietnam
T: +84 28 6287 5911
M: +84 122 768 6019
E: b.winter@pafilia.com
Athens Office:
Corner 58 Kafkasou &
52 Skopelou Streets
T: +30 210 2717100
E: c.diagkos@pafilia.com