Customer Experience Manager - Real Estate

Main Responsibilities

• Lead and mentor the frontline customer service team to ensure professional and customer-focused service.
• Oversee all customer-facing tasks including inquiries, complaints, payments/collections, and post-sales service requests.
• Make sure the team uses Salesforce CRM correctly for logging cases, tracking progress, and managing customer history.
• Set and monitor KPIs such as response time, resolution rate, customer satisfaction, and CRM accuracy.
• Provide coaching, training, and feedback to improve team skills and performance.
• Work with finance, legal, and operations teams to resolve complex or escalated cases.
• Implement and enforce service standards and SOPs for all interactions.
• Support service digitization by reducing manual work and improving workflow efficiency.
• Ensure all customer interactions follow UAE real estate regulations (ADM, DARI, etc.).
• Handle high-level or sensitive customer cases and ensure timely, professional resolution.

• Bachelor’s degree in Business, Real Estate, or a related field.
• 5–7 years of experience in customer service or customer operations, with at least 2–3 years in a managerial role.
• Experience in real estate post-sales operations (SPA, collections, defaults, compliance, complaints).
• Strong knowledge of Salesforce CRM (required).
• Excellent leadership, coaching, communication, and problem-solving skills.
• Familiarity with UAE real estate regulations and customer service standards.