Customer Service Manager

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.