Customer Service Manager

5 days ago

Cairo, Cairo, Egypt Talaat Moustafa Group Full time 120,000 - 180,000 per year

Responsibilities:

  • Develop and execute a comprehensive
    Customer Service Strategy
    tailored to the unique needs of a smart city, integrating digital platforms and on-site physical support.
  • Establish
    Service Level Agreements (SLAs)
    , Key Performance Indicators (KPIs), and quality standards for all customer interactions and service delivery across the project lifecycle (pre-sale, during handover, post-occupancy).
  • Implement advanced
    CRM systems
    and smart city technologies to manage customer data, service requests, and feedback efficiently and intelligently.
  • Train, mentor, and manage a high-performing
    Customer Services team
    capable of handling complex real estate transactions and technical smart city inquiries.
  • Foster a culture of
    customer-centricity
    and proactive problem-solving within the team and across inter-departmental operations (Sales, Operations, Technical/IT).
  • Conduct regular performance reviews and provide continuous training on product knowledge (NOOR City features, smart infrastructure) and service delivery best practices.
  • Act as the primary point of escalation for complex or high-priority customer issues, ensuring swift, effective, and satisfactory resolution.
  • Oversee the
    handover process
    for units, ensuring a seamless and positive experience for new homeowners, including detailed orientation to smart home features and community amenities.
  • Manage a robust
    feedback loop
    , analyzing customer satisfaction data (CSAT, NPS) and insights to drive continuous improvement in NOOR City's service offerings and smart technology integration.
  • Coordinate with the
    Facilities Management
    and
    Smart City Operations
    teams to ensure rapid response and resolution of maintenance and technical service requests.
  • Develop clear and accessible customer communication channels, including digital portals, dedicated hotlines, and physical customer service centers within NOOR City.
  • Ensure compliance with all legal, regulatory, and company policies pertaining to real estate customer services in the Middle East region.

Qualifications:

  • Bachelor's degree in business administration, Marketing, Real Estate, or a related field.
  • A minimum of
    7-10 years of progressive experience
    in Customer Service/Customer Experience, with at least
    5 years in a management role
    within the
    Real Estate
    or
    Hospitality
    sectors, preferably with large-scale or luxury projects.
  • Proven experience with CRM platforms
    (e.g., Salesforce, Microsoft Dynamics) and ticketing systems.
  • Exceptional written and verbal communication skills in both
    English and Arabic
    are
    essential
    .
  • Strong leadership, interpersonal, and negotiation skills.

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