Customer Care Senior Specialist

7 days ago

Cairo, Cairo, Egypt TLD-THE LAND DEVELOPERS Full time 15,000 - 30,000 per year

Job Purpose
The Customer Care Specialist is responsible for delivering exceptional service to clients throughout their journey—from initial inquiry to post-sale support. The ideal candidate will be highly organized, customer-oriented, and possess a strong understanding of the real estate process.

Key Responsibilities

  • Serve as the primary point of contact for escalated client inquiries, complaints, and service-related requests.
  • Maintain high standards of customer service by providing timely, accurate, and effective support across all communication channels.
  • Collaborate with internal teams to resolve customer issues promptly and efficiently.
  • Utilize CRM systems to monitor service requests, maintain up-to-date customer profiles, and ensure accurate and organized recordkeeping.
  • Conduct regular follow-ups with clients to confirm that their needs have been met, concerns addressed, and satisfaction levels maintained.
  • Collect and analyze customer feedback, identify recurring issues or service gaps, and escalate insights to management for continuous service improvement.

Key Accountabilities

  • Ensure timely and professional resolution of escalated issues to maintain client trust and satisfaction; achieve response and resolution SLAs.
  • Maintain a high customer satisfaction score and ensure consistent adherence to service response time standards.
  • Facilitate cross-department coordination and follow-through to resolve client concerns within defined timeframes.
  • Document follow-ups with all clients post-resolution and track client satisfaction outcomes through follow-up feedback.
  • Provide monthly feedback reports to management, detailing trends, root causes, and recommendations for improving the customer experience.

Job Specification (Qualifications)

  • Bachelor's degree in Business Administration, Real Estate, or a related field.
  • Minimum 3-5 years of experience in customer service, preferably within the real estate or property sector.
  • Strong knowledge of customer relationship management (CRM) systems and real estate processes.
  • Excellent interpersonal, communication, and conflict resolution skills.
  • Ability to multitask, prioritize, and work effectively under pressure.
  • Proficient in MS Office; experience with property management software is a plus.
  • Fluency in [English and any other relevant languages] is required.

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