Customer Service Manager

Customer Service Manager (Real Estate)

Employment Type: Full-time

Job Summary

This role is responsible for overseeing client concerns, billing inquiries, after-sales support, and customer satisfaction while ensuring exceptional service delivery throughout the customer journey.

• Lead and manage the Customer Service team to deliver exceptional support to property buyers, homeowners, and clients.
• Oversee the resolution of customer inquiries, requests, complaints, and escalations in a timely and professional manner.
• Manage client relationships and ensure a positive customer experience from property turnover through after-sales support.
• Supervise billing-related concerns, payment inquiries, account coordination, and documentation.
• Collaborate with Sales, Finance, Property Management, Engineering, Legal, and other departments to resolve customer concerns.
• Monitor customer service KPIs, service levels, and client satisfaction metrics to drive continuous improvement.
• Develop and implement customer service policies, procedures, and service excellence initiatives.
• Analyze customer feedback and recommend process improvements to enhance operational efficiency.
• Prepare regular management reports on customer service performance, complaint resolution, and customer satisfaction.
• Coach, mentor, and develop customer service personnel to maintain high performance and service standards.

• Bachelor's Degree in Business Administration, Marketing, Real Estate Management, or any related field.
• Minimum of 5 years of managerial experience as a Customer Service Manager, CRM Manager, Client Relations Manager, or similar role within the Real Estate industry.
• Must have direct experience working for a real estate developer or property company.
• Strong background in customer relationship management, client management, and after-sales operations.
• Extensive knowledge of billing processes, payment concerns, customer account management, and inquiry handling.
• Proven experience handling customer complaints, service recovery, and escalation management.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Proficient in CRM systems, Microsoft Office, and customer service management tools.