Customer Service & Sales Excellence Manager

Kuala Lumpur
Tetap
Sepenuh masa

14 hari lepas

PropertyGuru is Southeast Asia’s leading PropTech company, and the preferred destination for over 32 million property seekers monthly to connect with over 50,000 agents monthly to find their dream home. PropertyGuru empowers property seekers with more than 2.1 million real estate listings, in-depth insights, and solutions that enable them to make confident property decisions across Singapore, Malaysia, Thailand and Vietnam.was launched in Singapore in 2007 and since then, PropertyGuru Group has made the property journey a transparent one for property seekers in Southeast Asia. In the last 18 years, PropertyGuru has grown into a high-growth PropTech company with a robust portfolio including leading property marketplaces and award-winning mobile apps across its markets in Singapore, Malaysia, Vietnam, Thailand as well as the region’s biggest and most respected industry recognition platform – PropertyGuru Asia Property , events and publications across Asia.For more information, please visit: ; .Recognised as a Top Employers Certified* organisation, we’re proud to be among the best workplaces in the region—celebrating an inclusive culture of excellence, growth, and well-being.We’re looking for a Customer Service & Sales Excellence Manager to elevate customer experience standards while strengthening internal sales capability. This role drives operational excellence across customer support and enables consultative, high‑performing sales teams.Reporting to the Senior Manager, Customer Service & Sales Excellence, you’ll partner closely with Commercial and Customer teams to deliver consistent service quality and commercial impact.As a Guru you will be accountable for:Sales Excellence

Drive the shift from transactional to consultative, value‑based selling.
Design and embed sales competency frameworks across prospecting, negotiation, account management, and closing.
Partner with Commercial leaders on go‑to‑market strategies, pricing, segmentation, and retention initiatives.
Build structured learning journeys (bootcamps, workshops, certifications) and coaching models.
Translate growth objectives into sales playbooks and execution plans.
Track performance metrics (win rates, pipeline conversion, deal quality) and continuously refine enablement efforts.
Evaluate and manage sales enablement tools (CRM, automation, QA standards).

Customer Service Excellence

Establish clear service principles, response benchmarks, and quality frameworks.
Drive continuous improvement across customer support operations.
Implement quality assurance through audits, case reviews, and scorecards.
Monitor key metrics (CSAT, response and resolution times, escalations, retention).
Strengthen escalation and complaint management processes.
Build a customer‑centric culture focused on accountability and empathy.

Performance & Continuous Improvement

Set sales and service excellence standards.
Track KPIs across productivity, customer satisfaction, and training effectiveness.
Ensure strong alignment between commercial goals and customer outcomes.

We're looking for someone who:

Experience in sales enablement, commercial excellence, or customer training.
Strong understanding of sales methodologies and performance optimisation.
Proven ability to design and deliver impactful training programmes.
Data‑driven, commercially minded, and customer‑centric.
Strong communication and stakeholder management skills.

Our commitment to you:Hybrid flexible working that focuses on outcomes over hours.Holistic rewards package covering your financial, physical & mental health.Multi-directional career development across all levels.Inclusive benefits like equal paternity leave, supporting all employees in work-life balance.At PropertyGuru, you’ll be part of a Top Employers Certified* company that puts people at the heart of everything we do.

PropertyGuru

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