Senior Customer Services Officer

Job title: Senior Customer Services Officer

Company: ACE Money Transfer


Job description: Job Title: Senior CSD Officer
Company : ACE Properties
Department: Customer Services Department (CSD)
Location: Canal City – Sarai AlamgirPosition SummaryThe Senior Customer Services Officer plays a critical role in managing client relations, ensuring seamless execution of customer service processes, and maintaining accurate records. The position is responsible for file maintenance, recovery, account management, and facilitating customer-related operations like transfers, cancellations, and possession. This role also ensures smooth cross-functional coordination with finance, sales, and administrative teams.Key ResponsibilitiesFile Maintenance & Record Keeping

  • Manage and maintain customer files and ensure data integrity.
  • Oversee customer profiles and update them as per policies.
  • Ensure compliance with company policies during documentation.

Recovery & Account Management

  • Monitor and follow up on overdue payments and recovery cases.
  • Maintain accurate records of transactions and ensure account reconciliation.

Reporting

  • Prepare and present daily, weekly, and monthly reports on department activities.
  • Use Excel and other tools to provide detailed insights for management.

Transfers & Merging

  • Facilitate customer requests for property/unit transfers and file merging.
  • Ensure proper documentation and system updates for all transactions.

Cancellations & Buybacks

  • Manage cancellations and buyback requests, ensuring timely processing.
  • Coordinate with finance and legal departments for refund processing.

Possession Management

  • Handle possession-related procedures, ensuring compliance with SOPs.
  • Coordinate with the operations team for site readiness.

Cross-Sales & Upselling

  • Identify opportunities for cross-selling or upselling company products/services.
  • Work with the sales team to implement customer-oriented solutions.

Cash & Payment Management

  • Maintain accurate cash records and ensure secure handling of payments.
  • Coordinate with the finance department for deposit and withdrawal transactions.

CRM & ERP Management

  • Utilize CRM/ERP systems to manage customer data and operations efficiently.
  • Update and maintain records in real-time for accurate tracking and reporting.

Tools & Skills RequiredSoftware Proficiency

  • Microsoft Excel: Advanced level, including pivot tables, formulas, and analytics.
  • Microsoft Word: Professional document formatting and report generation.
  • Microsoft PowerPoint: Creating presentations and visualizing data for meetings.
  • Email Tools: Professional email communication using tools like Outlook or Gmail.

Technical Skills

  • Expertise in CRM and ERP software for customer and data management.
  • Strong analytical skills for reporting and data interpretation.
  • Proficient in handling customer queries and conflict resolution.

Interpersonal Skills

  • Strong verbal and written communication skills.
  • Excellent organizational and multitasking abilities.
  • Customer-centric approach with a focus on problem-solving.

Additional Responsibilities

  • Assist in organizing and managing departmental audits.
  • Support management in preparing presentations for client and internal meetings.
  • Identify process improvement opportunities and provide recommendations.

Qualifications & Experience

  • Bachelor’s degree in Business Administration, Finance, or a related field.
  • Minimum 3-5 years of experience in a customer service or related role.
  • Proven expertise in CRM/ERP software and MS Office applications.
  • Prior experience in the real estate or property management sector is a plus.

Key Attributes

  • Attention to detail and commitment to maintaining accurate records.
  • Ability to work under pressure and meet deadlines.
  • Team player with a proactive approach to problem-solving.

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Location: Sarai Alamgir, Punjab

Job date: Fri, 23 May 2025 02:30:25 GMT

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