Customer Support Manager

Job Purpose

To oversee and manage all customer support operations for residential and commercial property buyers, tenants, and investors. The role ensures a smooth post-sales and post-handover experience, resolving client queries, handling complaints, and driving client satisfaction in alignment with the company's service standards and real estate regulations in the UAE.

Key Responsibilities‍ 1. Customer Support Leadership

● Lead the day-to-day operations of the customer support team handling client inquiries (calls, emails, WhatsApp, and walk-ins).

● Oversee customer service processes related to unit handovers, snagging, payments, maintenance, and documentation.

● Ensure timely resolution of all client issues and escalations in coordination with relevant departments (sales, legal, projects, finance, facilities management).

2. Client Relationship Management

● Serve as the primary point of contact for VIP clients and high-value investors during post-sales and handover stages.

● Ensure a seamless customer journey from booking to handover and beyond.

● Maintain strong relationships with existing customers to encourage referrals and future investments.

● Manage internal agency relationships to ensure alignment on support processes, performance expectations, and service delivery standards.

Service Quality & Reporting

● Monitor service KPIs such as average response time, resolution time, CSAT (Customer Satisfaction), and complaint rates.

● Prepare weekly and monthly reports for senior management with insights on customer pain points and satisfaction levels.

● Implement service quality surveys and feedback loops.

️ 4. Cross-Department Coordination

● Coordinate with technical, legal, and project teams to resolve snagging issues, construction delays, or title deed concerns.

● Work closely with the facilities and property management teams to ensure post-handover support is responsive and effective.

️ 5. Policy & Process Development

● Create SOPs for customer handling during sales, post-sales, and after-handover phases.

● Develop and update customer support documentation and FAQs related to real estate processes (Ejari, title deeds, service charges, etc.).

● Stay updated on UAE real estate laws, DLD requirements, and RERA compliance to guide customer interactions legally.

Qualifications & Experience 1. Education

● Bachelor's degree in Business Administration, Real Estate, Customer Service, or related field.

● Certifications in Customer Experience or Real Estate (optional but preferred).

2. Experience

● 5–8 years in customer service, with 2–3 years in the UAE real estate industry (mandatory).

● Experience managing post-sales customer issues, especially in handover and property registration processes.

● Familiarity with RERA, DLD, and other local regulatory bodies.

Key Skills

Technical & Domain Skills

Knowledge of UAE real estate lifecycle

CRM systems (e.g. Salesforce, Property Finder CRM)

Microsoft Excel / reporting tools

Understanding of DLD, RERA, Ejari systems

Experience with snagging/handover procedures

Soft Skills

Excellent communication

Strong leadership & conflict resolution

Empathy & client-oriented mindset

Patience & problem-solving

Time management & multi-tasking

● Benefits: Visa, medical insurance, annual leave, travel, bonus/incentive structure

Job Type: Full-time

Pay: AED5,000.00 - AED8,000.00 per month