Customer Services Specialist

Location: Naya Nazimabad, Karachi
Industry: Property / Real Estate
Experience Required: 5–10 Years

Job Summary:

We are seeking an experienced and customer-focused Customer Support Specialist with 5–10 years of relevant experience in the real estate/property sector. The ideal candidate will be responsible for managing post-sales customer relationships, handling client queries, ensuring timely resolution of complaints, and maintaining high levels of customer satisfaction throughout the property lifecycle.

Key Responsibilities:

• Manage end-to-end customer support operations for property buyers and investors
• Handle customer queries related to bookings, payments, possession, documentation, and handover
• Coordinate with internal departments (Sales, Legal, Finance, Projects, CRM) for timely issue resolution
• Ensure smooth possession and handover process for residential/commercial units
• Maintain and update CRM records accurately
• Develop and implement customer service SOPs and service standards
• Handle escalated complaints professionally and ensure quick resolution
• Monitor customer satisfaction levels and implement improvement initiatives
• Lead and train the customer support team (if applicable)
• Prepare weekly/monthly customer service reports for management

Required Qualifications & Skills:

• Bachelor’s degree (Business Administration preferred)
• 5–10 years of experience in Customer Support within Real Estate / Property Development
• Strong understanding of booking processes, allotment letters, payment plans, and handover procedures
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution skills
• Proficiency in CRM systems and MS Office
• Ability to handle high-pressure situations with professionalism

Preferred Candidate Profile:

• Experience with large-scale residential or mixed-use developments
• Strong coordination skills across multiple departments
• Customer-centric mindset with attention to detail
• Ability to manage multiple client portfolios simultaneously

Job Type: Full-time

Work Location: In person