Customer Care Manager

Company: Seventh Key Real Estate Development LLC

Job Overview

Seventh Key Real Estate Development LLC is currently seeking an experienced and results-driven

Customer Service Manager – Client Excellence to lead the Client Excellence

Department and oversee the complete customer journey across our real estate developments in Dubai.

This role is ideal for a professional with solid experience within a Dubai-based real estate developer who possesses a comprehensive understanding of the full property lifecycle from booking and SPA execution through handover and post-handover support. The successful candidate will be a strong leader who is passionate about service standards, operational excellence, and delivering a seamless, high-quality client experience.

Key Responsibilities

• Lead and manage the Client Excellence / Customer Service Department, ensuring

exceptional service delivery across all client touchpoints.

• Oversee the end-to-end customer lifecycle, including booking coordination, SPA follow-ups, payment tracking liaison with Finance, construction updates, handover scheduling, and post-handover support.
• Act as the primary escalation point for complex client concerns, ensuring timely, professional, and solution-oriented resolution.
• Coordinate closely with Sales, Finance, Projects, Handover, and Property Management teams to ensure smooth client communication and operational alignment.
• Develop and implement customer service policies, SOPs, and service standards to enhance operational efficiency and consistency.
• Monitor and manage the CRM system, ensuring accurate documentation, communication logs, compliance tracking, and reporting.
• Track and analyze customer satisfaction metrics, KPIs, response times, and service quality indicators, providing regular reports to senior management.
• Oversee handover readiness processes, ensuring documentation, client communication, inspection coordination, and scheduling are properly managed.
• Supervise coordination during the Defect Liability Period (DLP) and ensure timely follow- ups with relevant internal departments.
• Continuously review and enhance the overall customer journey, identifying opportunities for service improvement and process optimization.
• Train, mentor, and develop the customer service team to foster a strong customer-centric culture and high-performance environment.

Requirements

• Minimum 5+ years of customer service experience, preferably within a Dubai-based real estate development company.
• At least 2–3 years of experience in a managerial or leadership role.
• Strong understanding of off-plan sales processes, SPA coordination, handover procedures, and client lifecycle management.
• Experience using CRM systems and managing service performance metrics.
• Excellent communication, leadership, and problem-solving skills.
• Ability to manage multiple projects and client portfolios simultaneously.

What We Offer

• Competitive salary package
• Opportunity to lead and shape a growing Client Excellence function
• A professional, structured, and growth-oriented work environment
• Career development opportunities within a dynamic real estate organization
• A leadership team that values innovation, structure, and exceptional customer experience

Job Types: Full-time, Permanent

Application Question(s):

• Could you please share your previous salary and your expected salary for this role?

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service : 5 years (Preferred)
• Real Estate Development: 5 years (Preferred)
• Managerial or Leadership role: 2 years (Preferred)

Language:

• Fluent in English (Arabic is a plus) (Preferred)