Client Success Manager
Job no: 494493
Work type: Permanent Full Time
Location: Singapore
Department: Fintech
Real Aspirations. Real People. Real impact.
At PropertyGuru Group, we believe that every person - no matter what their circumstance - should have a place to call home. That's why we've been on a mission to transform how people find, finance, and own home across Southeast Asia over the last 14 years.
Voted by property seekers as "Asia's Most Influential Brand for Online Property Search", PropertyGuru enables real-world aspirations through digital transformation and constant innovation. Every day, the work that we do has a real and positive impact on thousands of lives.
As an employee, you'll be empowered by our community work culture, where everyone has the autonomy, support, and resources to do the best work of their careers. As we evolve our journey to help people make confident property decisions, we stay true to our core values to guide the way we work and the decisions we make every step of the way: we own it and deliver it, we have fun and celebrate success, we respect and care for each other, we push beyond good, and we create what's next.
For a full listing of our jobs, visit [protected info]
Responsibilities:
- Build rapport with PropertyGuru Finance clients
- Respond promptly to incoming contact requests and help home seekers answer their questions and doubts.
- Follow up with ongoing contact journeys with home seekers in the midst of their home buying journey.
- Work closely with Team Lead - Client Success to continue to maintain and improve on service quality.
- Identify product/service opportunities to refer home buyers to the internal team of mortgage specialists.
- Deliver on key service and productivity (KPIs), including:
- Client satisfaction
- Mortgage referral - Upselling and cross-selling success
- Client retention
- Use relationship-enabling technologies, including Salesforce CRM, amongst others.
- Collaborate with Fintech Product and Sales Teams to learn about unserved Client needs and to support the design of new or improved processes to meet these needs.
- Drive continuous systems/process improvement efforts to meet ongoing Client and business objectives.
Requirements:
- High service standards: empathic, inspires trust, natural desire to support others
- Strong understanding of Singapore mortgage process and products (Previous mortgage sales experience preferred).
- Outstanding coordination skills: can manage high volumes of cases, stays in control, enjoys fast-paced work environment
- Highly organized, detailed-oriented, and self-directed.
- Good commercial intuition, soft-selling skills
- Bachelor's level degree or equivalent
- Comfortable in using technology, CRM, call-logging, MS365, etc.
Advertised: 24 Nov 2021 Singapore Standard Time
Applications close: 
