Customer Relationship Director

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia LiveIn Full time
Customer Service Lead Role

Job Overview:

LiveIn is seeking a Customer Service Lead to join our key account team. As a Customer Service Lead, you will be responsible for developing and executing account plans, driving revenue growth, and delivering exceptional customer service to our property owners.

Main Responsibilities:

  1. Account Planning:

    • You will develop and execute account plans for top 10 key accounts. The account plan outlines the objectives, strategies, and actions to achieve customer satisfaction and retention, cross-selling and upselling, and value creation and delivery.

    • You will collaborate with internal teams to align on strategies that drive revenue growth, occupancy rates, and profitability.

  2. Revenue Growth Strategies:

    • You will analyze the potential of each unit to identify opportunities for increasing or maximizing revenue through additional services, upgrades, or marketing strategies.

    • You will propose tailored recommendations to owners, such as furnishing options, property enhancements, or short-term rental strategies that could increase rental income.

  3. Reporting and Feedback:

    • You will provide owners with detailed and timely reports on the status of their properties, including occupancy rates, rental income, and any maintenance or tenant-related updates.

    • You will use data-driven insights to explain the current performance of the units, offering transparency and clarity to owners.

    • You will actively seek feedback from owners on their experience with LiveIn's services and identify areas for improvement.

  4. Owner Retention:

    • You will develop and implement strategies to retain owners, particularly those who are at risk of terminating their contracts due to dissatisfaction with rental income or prolonged vacancies.

    • You will present constructive solutions to owners who are considering withdrawing their units, highlighting potential improvements or adjustments that could yield better results.

Requirements:

  • Bachelor's degree in Business, Real Estate, Property Management, or a related field. A Master's degree is a plus.

  • Minimum of 5 years of experience in account management, customer relationship management, or property management.

  • Proven track record in managing key accounts, particularly within the real estate or property management sectors.

  • Strong understanding of the property management industry, including rental market trends, owner-tenant relationships, and property maintenance processes.

Desirable Skills:

  • Excellent verbal and written communication skills, with the ability to articulate complex information clearly and persuasively.

  • Strong analytical and problem-solving skills, with the ability to manage conflicts and handle difficult conversations with tact and professionalism.

  • A strong commitment to providing exceptional customer service, ensuring owner satisfaction and retention.

  • Excellent organizational and time management skills, with the ability to manage multiple accounts and tasks simultaneously.

  • Strong negotiation skills to manage contract renewals, resolve conflicts, and optimize revenue opportunities.

  • Proficiency in property management software and CRM tools.

  • Ability to work effectively with cross-functional teams and adapt to changing market conditions.

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