Customer Service Manager

About the role

The Customer Service Manager will lead a dedicated team to deliver exceptional service to our clients in the real‑estate sector. You will shape policies, drive performance, and ensure a customer‑centric culture across the organisation.

Key responsibilities

• Lead, supervise, and mentor the Customer Service Team to achieve departmental objectives.
• Develop performance targets, monitor productivity, and conduct regular coaching, training and evaluations.
• Design and implement service policies, procedures and standards to ensure prompt, professional resolution of enquiries, complaints and escalations.
• Monitor customer satisfaction, develop retention strategies and drive loyalty initiatives.
• Manage complex complaints and high‑level escalations, perform root‑cause analysis and coordinate corrective actions with other departments.
• Review and improve service processes, establish SLAs and ensure compliance.
• Prepare and present periodic service reports, track feedback, trends and key performance metrics.
• Collaborate with Sales, Marketing, Operations, Legal, Finance and other functions to ensure seamless service delivery and represent the customer perspective in decision‑making.
• Ensure compliance with company policies and regulatory requirements, maintaining confidentiality of customer information.

Required profile

• Bachelor’s degree (BSc) required.
• Minimum of 4 years of experience in a similar customer service management role.

Required skills