Customer Care Manager

Key Responsibilities

Customer Care Operations

• Oversee all post-sales customer interactions ensuring prompt and professional handling of inquiries complaints and service requests.
  
• Ensure accurate logging tracking and follow-up of all customer requests through the CRM system.
  
• Monitor the quality and efficiency of the customer care teams responses and implement improvement initiatives.
  
• Develop and maintain standard operating procedures (SOPs) for customer service processes and handover protocols.
  

Interdepartmental Coordination

• Serve as the main liaison between Customer Care and other departments including Leasing Maintenance Finance and Resale.
  
• Ensure timely escalation and resolution of customer issues with the respective departments.
  
• Coordinate with the Handover Officer to ensure smooth client transitions and documentation completion.
  
• Work closely with the Maintenance and Resale teams to facilitate customer requests and service follow-ups.
  

Team Leadership & Development

• Supervise and mentor the Customer Care team ensuring performance standards are met and professional development is encouraged.
  
• Conduct regular team meetings to review updates challenges and service improvements.
  
• Provide ongoing training and coaching to enhance customer service delivery.
  
  

Customer Experience Management

• Continuously assess customer satisfaction and identify opportunities to improve the customer journey.
  
• Manage customer feedback channels and lead the implementation of service enhancement initiatives.
  
• Prepare regular reports and analysis on customer issues resolutions and service trends for management review.
  

Compliance & Quality Assurance

• Ensure all customer communication and transactions comply with company policies and service standards.
  
• Maintain accurate customer records and confidentiality in line with company guidelines.
  
• Support the implementation of customer care policies aligned with the organizations service excellence objectives.
  

Requirements

Qualifications & Experience

• Bachelors degree in Business Administration Marketing or a related field (Masters degree preferred).
  
• Minimum of 57 years experience in customer service or customer relations preferably in real estate or property management.
  
• Proven experience managing a customer care or service delivery team.
  
• Strong understanding of post-sales processes handover procedures and interdepartmental workflows.
  
• Proficiency in CRM systems and customer service tools.
  

Skills & Competencies

• Excellent communication and interpersonal skills.
  
• Strong leadership and team management abilities.
  
• Customer-oriented mindset with problem-solving capabilities.
  
• Ability to work cross-functionally and manage multiple priorities effectively.
  
• High attention to detail and process improvement orientation.
  
• Fluency in English; Arabic is an advantage.