Manara Developments is a leading real estate developer in the Egyptian market. We are seeking a strategic and results-driven Customer Service Manager to lead our commitment to customer excellence.

The Role:

The Customer Service Manager is responsible for shaping and leading the company's entire customer experience, particularly in the complex and crucial post-sale phase of real estate development. This role requires a balance of strategic planning, team leadership, and tactical problem-solving to ensure maximum customer satisfaction and loyalty.

Key Responsibilities:

• Develop and implement a comprehensive customer service strategy, policies, and procedures aligned with the company’s brand and delivery timelines.
• Lead, mentor, and motivate the Customer Service team (agents and supervisors) to achieve high performance, service quality, and effective dispute resolution.
• Define, monitor, and report on Key Performance Indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and average resolution time.
• Manage and resolve complex and escalated customer inquiries, particularly those related to unit handover, finishing quality, maintenance requests, and payment/legal documentation.
• Oversee customer communications (call center, email, walk-ins) to ensure consistent, professional, and empathetic responses at all touchpoints.
• Act as the main liaison between customers and internal departments (Sales, Legal, Finance, and especially Technical/Construction) to facilitate prompt issue resolution and process improvement.
• Provide actionable feedback to the Executive Management and Technical teams regarding common complaints or quality issues identified during the post-sale phase.