Front Office Manager
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Key skills for this role
About the Role
VBS Concierge seeks a Front Office Manager to oversee CRM operations, lead the reception team, and ensure high customer service standards in the real estate industry. The role requires a Bachelor's degree and 3+ years of CRM management experience in real estate.
Key Skills for This Role
Responsibilities
- Manage and maintain the company's CRM system, ensuring data accuracy, integrity, and effective utilization
- Oversee daily CRM operations, workflows, lead management, customer communications, and reporting
- Lead, supervise, and develop the reception and customer service team to ensure high service standards
- Welcome clients, visitors, and prospective buyers, ensuring a professional and positive customer experience
- Monitor lead allocation, follow up activities, and conversion processes within the CRM platform
- Develop and implement CRM strategies to improve customer engagement, retention, and satisfaction
- Generate and analyze CRM reports, dashboards, and performance metrics for management review
- Collaborate with sales, leasing, marketing, and management teams to optimize customer journeys and business processes
- Train employees on CRM best practices and company procedures
- Handle escalated customer inquiries and resolve issues promptly and professionally
Requirements
- Bachelor's Degree in Business Administration, Marketing, Management, Real Estate, or a related field
- Minimum 3 years of experience in CRM management within the Real Estate industry
- Hands on experience with CRM platforms such as Salesforce, HubSpot, Zoho CRM, Property Finder CRM, Bitrix24, or similar real estate CRM systems
- Fluent in English and Arabic (written and spoken)
- Knowledge of real estate sales and leasing processes
- Strong customer service and stakeholder management capabilities
- Experience preparing management reports and performance dashboards
Full Job Posting
Duties and Responsibilities
- Manage and maintain the company's CRM system, ensuring data accuracy, integrity, and effective utilization.
- Oversee daily CRM operations, workflows, lead management, customer communications, and reporting.
- Lead, supervise, and develop the reception and customer service team to ensure high service standards.
- Welcome clients, visitors, and prospective buyers, ensuring a professional and positive customer experience.
- Monitor lead allocation, follow up activities, and conversion processes within the CRM platform.
- Develop and implement CRM strategies to improve customer engagement, retention, and satisfaction.
- Generate and analyze CRM reports, dashboards, and performance metrics for management review.
- Collaborate with sales, leasing, marketing, and management teams to optimize customer journeys and business processes.
- Ensure all customer interactions and records are accurately documented within the CRM system.
- Train employees on CRM best practices and company procedures.
- Identify process improvement opportunities and recommend enhancements to CRM functionality and customer service operations.
- Handle escalated customer inquiries and resolve issues promptly and professionally.
Required Qualifications and Skills
- Bachelor's Degree in Business Administration, Marketing, Management, Real Estate, or a related field.
- Minimum 3 years of experience in CRM management within the Real Estate industry.
- Mandatory hands on experience with CRM platforms such as Salesforce, HubSpot, Zoho CRM, Property Finder CRM, Bitrix24, or similar real estate CRM systems.
Key Skills
- CRM implementation, optimization, or automation projects.
- Knowledge of real estate sales and leasing processes.
- Strong customer service and stakeholder management capabilities.
- Experience preparing management reports and performance dashboards.
Language Skills
- Fluent in English and Arabic (written and spoken).
- 3rd Language will be considered a plus.
Other Details
- Working days and hours: Sunday to Thursday (9 hrs/day) 8:30 until 17:30.
- Candidate should be currently in or willing to relocate to Ajman, UAE.
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