Coordinate the daily activities of the Customer Service team, helping organize tasks and ensuring smooth day-to-day workflow.

Oversee social media query management across the company`s Facebook page and other platforms-ensuring timely, professional, and brand-consistent responses.

Monitor and track call center performance, including call volume, response time, first-call resolution, and customer satisfaction (CSAT) scores.

Track key performance indicators (KPIs) and turnaround-time (TAT) standards for the team, and flag areas needing improvement.

Manage website content and hygiene-regularly auditing product/property listings, pricing, and descriptions for accuracy and coordinating with relevant departments (IT, marketing, sales) to fix discrepancies.

Handle escalated or sensitive customer complaints that require additional attention, ensuring swift and satisfactory resolution.

Develop and maintain SOPs, FAQs, and standard response templates to ensure consistency across the team.

Support onboarding, briefing, and knowledge-sharing with colleagues to improve service quality and product/process knowledge.

Prepare and present periodic performance reports, customer feedback summaries, and improvement recommendations to management.

Coordinate with cross-functional teams (Marketing, IT, Sales, Operations) to resolve recurring customer issues and improve overall service delivery.