Customer Service Manager

About the role

The Customer Service Manager will lead and supervise the customer service teams across all Homelight Properties branches, ensuring prompt, courteous, and professional service to clients.

Key responsibilities

• Manage and supervise customer service officers/teams across all branches.
• Respond to escalated inquiries, complaints, and service‑related issues.
• Monitor and track communication channels (calls, emails, walk‑ins, social platforms).
• Implement service policies, standards, and procedures.
• Prepare weekly/monthly service reports for management.
• Maintain accurate customer databases and conduct regular quality checks.
• Train, coach, and support customer service staff.
• Collaborate with Sales, Marketing, Operations, and Business Development to ensure smooth client handover.
• Develop strategies to improve 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.
• Industry experience in real estate, banking, telecoms or hospitality is an advantage.
• Strong spoken and written communication skills.
• Detail‑oriented, organized and able to work under pressure.
• Leadership and conflict‑resolution abilities.

Required skills

• Proficiency with CRM tools (Zoho, HubSpot, Bitrix or similar).
• Microsoft Office suite – Excel, Word, PowerPoint.
• Email and call management, customer data entry and record‑keeping.