Oversee the delivery of customer services within residential communities and ensure high service quality standards.

Coordinate with technical and operational departments to ensure prompt handling of residents’ requests and complaints.

Monitor the implementation of preventive maintenance plans and ensure their positive impact on customer experience.

Ensure full readiness to manage emergency and reactive situations on a 24/7 basis.

Lead and manage the customer service team, assign tasks, and monitor performance.

Establish clear escalation procedures to ensure fast resolution and minimize customer complaints.

Prepare periodic reports related to service levels, complaints, and customer satisfaction indicators.

Coordinate with contractors and service providers regarding services delivered to residents.

Monitor compliance with Service Level Agreements (SLAs).

Ensure proper validation of completed works to maintain service quality and customer satisfaction.

Proactively propose initiatives to improve service quality and customer experience.

Enhance operational efficiency and reduce recurring service issues.

Support sustainability initiatives and resource optimization to improve residents’ quality of life.