Customer Service Manager

Responsibilities: Develop and execute a comprehensive Customer Service Strategy tailored to the unique needs of a smart city, integrating digital platforms and on-site physical support. Establish Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards for all customer interactions and service delivery across the project lifecycle (pre-sale, during handover, post-occupancy).Implement advanced CRM systems and smart city technologies to manage customer data, service requests, and feedback efficiently and intelligently.Train, mentor, and manage a high-performing Customer Services team capable of handling complex real estate transactions and technical smart city inquiries.Foster a culture of customer-centricity and proactive problem-solving within the team and across inter-departmental operations (Sales, Operations, Technical/IT).Conduct regular performance reviews and provide continuous training on product knowledge (NOOR City features, smart infrastructure) and service delivery best practices.Act as the primary point of escalation for complex or high-priority customer issues, ensuring swift, effective, and satisfactory resolution. Oversee the handover process for units, ensuring a seamless and positive experience for new homeowners, including detailed orientation to smart home features and community amenities.Manage a robust feedback loop, analyzing customer satisfaction data (CSAT, NPS) and insights to drive continuous improvement in NOOR City’s service offerings and smart technology integration.Coordinate with the Facilities Management and Smart City Operations teams to ensure rapid response and resolution of maintenance and technical service requests.Develop clear and accessible customer communication channels, including digital portals, dedicated hotlines, and physical customer service centers within NOOR City. Ensure compliance with all legal, regulatory, and company policies pertaining to real estate customer services in the Middle East region.Qualifications:Bachelor’s degree in business administration, Marketing, Real Estate, or a related field.A minimum of 7-10 years of progressive experience in Customer Service/Customer Experience, with at least 5 years in a management role within the Real Estate or Hospitality sectors, preferably with large-scale or luxury projects.Proven experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics) and ticketing systems.Exceptional written and verbal communication skills in both English and Arabic are essential.Strong leadership, interpersonal, and negotiation skills.