Senior Customer Care Executive

1 week ago

Heliopolis, Cairo, Egypt Roya Developments Full time

Role Description

  • Handle customer inquiries through phone, email, and in-person channels in a timely and professional manner.
  • Resolve customer complaints efficiently while ensuring customer satisfaction and adherence to company policies.
  • Follow up on open cases, ensure proper documentation, and close tickets within the agreed SLA.
  • Support junior team members by providing guidance on handling complex or escalated cases.
  • Coordinate with internal departments (Sales, Operations, Finance, Facility Management, etc.) to ensure accurate and smooth resolution of customer issues.
  • Maintain updated knowledge of company projects, products, handover processes, and policies.
  • Prepare daily/weekly reports on customer cases, trends, and service gaps.
  • Assist in developing customer service standards, procedures, and process improvements.
  • Ensure compliance with company quality standards and deliver exceptional customer experience.
  • Participate in customer meetings, unit handovers, and site visits when required.

Qualifications

  • Bachelor's degree in Business Administration or Law.
  • 3–6 years of experience
    in customer service/customer care, preferably in real estate, property management, or service-based industries.
  • Strong communication skills (verbal & written) with the ability to handle difficult customers professionally.
  • Problem-solving and conflict-resolution skills.
  • Ability to multitask, prioritize, and manage time effectively.
  • Strong knowledge of CRM systems and Microsoft Office (Excel, Word, Outlook).
  • Customer-focused attitude with high attention to detail.
  • Ability to work under pressure and meet deadlines.

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