Customer Service Manager / Account Management (Bilingual - Chinese)

Job Description

Job Description

Ali-General Contractor US (ALIGCUS) was founded in 2008. After 10+ years of development, the company has already developed into a full-service real estate enterprise integrating real estate investment consulting, architectural design, landscape design, and interior design.

Job Summary:

With the company's rapid growth, we urgently seek a highly motivated and experienced Customer Service Manager to lead our customer support team. The ideal candidate will be responsible for ensuring a high level of customer satisfaction through effective management of customer service processes, team development, and continuous improvement initiatives. The Customer Service Manager will play a crucial role in maintaining positive customer relationships and enhancing the overall customer experience.

Responsibilities:

1. Team Leadership:

- Lead and manage the customer service team, providing guidance, support, and mentoring.

- Foster a positive and collaborative team culture to ensure high morale and motivation.

- Conduct regular performance reviews and set development goals for team members.

2. Customer Engagement:

- Develop and implement strategies to enhance customer satisfaction and loyalty.

- Address escalated customer issues and ensure timely resolution.

- Monitor customer feedback and implement improvements based on insights.

3. Process Improvement:

- Analyze current customer service processes and identify opportunities for improvement.

- Implement efficient and effective procedures to streamline workflows and enhance service delivery.

- Stay informed about industry best practices and incorporate them into the customer service strategy.

4. Training and Development:

- Conduct regular training sessions for customer service representatives to enhance their skills and knowledge.

- Keep the team updated on product or service changes and updates.

- Provide ongoing coaching to improve individual and team performance.

5. Metrics and Reporting:

- Establish key performance indicators (KPIs) to measure and track the team's performance.

- Generate regular reports on customer service metrics, presenting findings and recommendations to upper management.

- Use data-driven insights to make informed decisions and drive continuous improvement.

6. Collaboration:

- Work closely with other stakeholder, such as contractors, sales, marketing, and product development, to ensure a seamless customer experience.

- Collaborate with cross-functional teams to address and resolve customer issues.

Qualifications:

- Bachelor's degree in Business Administration or related field preferred.

- Minimum 3 years of proven experience in a customer service management role.

- Proven experience in call center or insurance agency preferred.

- Bilingual in English, Mandarin, and Cantonese is required.

- Strong leadership and interpersonal skills.

- Excellent problem-solving and decision-making abilities.

- Exceptional communication skills, both written and verbal.

- Proficient in using customer service software and tools.

- Ability to analyze data and generate actionable insights.

- Results-oriented with a focus on continuous improvement.

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekends as needed

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service: 3 years (Required)

Language:

• Chinese (Required)

Ability to Commute:

• San Gabriel, CA 91776 (Required)

Ability to Relocate:

• San Gabriel, CA 91776: Relocate before starting work (Required)

Willingness to travel:

• 50% (Required)

Work Location: In person

Company Description

Ali-General Contractor US (ALIGCUS) was founded in 2008. After nearly ten years of development, the company has also developed into a full-service real estate enterprise integrating real estate investment consulting, architectural design, landscape design, and interior design, trusted by hundreds of real estate development companies.

About this role:

We are looking for highly motivated Chinese Speaking Real Estate (ADU) Sales to help us bring our clients' architectural dreams to life. The candidate is coachable, approachable, sociable, and organized, with strong analytical skills to help our clients to solve problems. Here are a few responsibilities you would expect:

Company Description

Ali-General Contractor US (ALIGCUS) was founded in 2008. After nearly ten years of development, the company has also developed into a full-service real estate enterprise integrating real estate investment consulting, architectural design, landscape design, and interior design, trusted by hundreds of real estate development companies.\r\n\r\nAbout this role:\r\n\r\nWe are looking for highly motivated Chinese Speaking Real Estate (ADU) Sales to help us bring our clients' architectural dreams to life. The candidate is coachable, approachable, sociable, and organized, with strong analytical skills to help our clients to solve problems. Here are a few responsibilities you would expect: