Customer Care Manager

Job Information

Date Opened

10/28/2025

Job Type

Full time

Industry

Real Estate

Work Experience

Minimum of 5–7 years’ experience in customer service or customer relations, preferably in real estate or property management.

City

Muscat

State/Province

Masqat

Country

Sultanate of Oman

Zip/Postal Code

0000

Key Responsibilities

Customer Care Operations

• Oversee all post-sales customer interactions, ensuring prompt and professional handling of inquiries, complaints, and service requests.
  
• Ensure accurate logging, tracking, and follow-up of all customer requests through the CRM system.
  
• Monitor the quality and efficiency of the customer care team’s responses and implement improvement initiatives.
  
• Develop and maintain standard operating procedures (SOPs) for customer service processes and handover protocols.

Interdepartmental Coordination

• Serve as the main liaison between Customer Care and other departments including Leasing, Maintenance, Finance, and Resale.
  
• Ensure timely escalation and resolution of customer issues with the respective departments.
  
• Coordinate with the Handover Officer to ensure smooth client transitions and documentation completion.
  
• Work closely with the Maintenance and Resale teams to facilitate customer requests and service follow-ups.

Team Leadership & Development

• Supervise and mentor the Customer Care team, ensuring performance standards are met and professional development is encouraged.
  
• Conduct regular team meetings to review updates, challenges, and service improvements.
  
• Provide ongoing training and coaching to enhance customer service delivery.

Customer Experience Management

• Continuously assess customer satisfaction and identify opportunities to improve the customer journey.
  
• Manage customer feedback channels and lead the implementation of service enhancement initiatives.
  
• Prepare regular reports and analysis on customer issues, resolutions, and service trends for management review.

Compliance & Quality Assurance

• Ensure all customer communication and transactions comply with company policies and service standards.
  
• Maintain accurate customer records and confidentiality in line with company guidelines.
  
• Support the implementation of customer care policies aligned with the organization’s service excellence objectives.

Requirements

Qualifications & Experience

• Bachelor’s degree in Business Administration, Marketing, or a related field (Master’s degree preferred).
  
• Minimum of 5–7 years’ experience in customer service or customer relations, preferably in real estate or property management.
  
• Proven experience managing a customer care or service delivery team.
  
• Strong understanding of post-sales processes, handover procedures, and interdepartmental workflows.
  
• Proficiency in CRM systems and customer service tools.

Skills & Competencies

• Excellent communication and interpersonal skills.
  
• Strong leadership and team management abilities.
  
• Customer-oriented mindset with problem-solving capabilities.
  
• Ability to work cross-functionally and manage multiple priorities effectively.
  
• High attention to detail and process improvement orientation.
  
• Fluency in English; Arabic is an advantage.