Customer Service Manager

About the role

We are looking for a proactive Customer Service Manager to lead our customer service teams across all branches of Homelight Properties Limited. You will ensure that clients receive prompt, courteous, and professional support while driving continuous improvement in service quality.

Key responsibilities

• Supervise and mentor customer service officers across multiple branches.
• Handle escalated inquiries, complaints and high‑value cases.
• Monitor all communication channels – calls, emails, walk‑ins and social platforms.
• Develop and enforce service policies, standards and procedures.
• Prepare weekly and monthly service performance reports for management.
• Maintain accurate customer databases and conduct satisfaction surveys.
• Collaborate with Sales, Marketing, Operations and Business Development to ensure seamless client handover.
• Identify and implement strategies to enhance customer experience and loyalty.

Required profile

• Bachelor’s degree in Business Administration, Communications, Marketing or related field.
• 3–5 years of customer service experience, with at least 1–2 years in a supervisory or managerial role.
• Experience in real estate, banking, telecoms or hospitality is a plus.
• Strong written and verbal communication skills and ability to work under pressure.
• Demonstrated leadership, conflict‑resolution and organizational abilities.

Required skills

• Proficiency with CRM tools such as Zoho, HubSpot or Bitrix.
• Advanced Microsoft Office skills – Excel, Word and PowerPoint.
• Data entry, reporting and documentation capabilities.