Senior Customer Service Specialist

Key Responsibilities: Provide high-level support to customers throughout their journey with the company, from inquiry through post-sale and property handover stages. Act as the primary contact for escalating customer complaints and resolve complex issues in a timely and efficient manner. Offer personalized solutions and recommendations to customers based on their specific needs and concerns related to company policy. Ensure all customer feedback, concerns, and inquiries are documented accurately, tracked, and followed up in a timely manner. Collaborate with the departments concerned to ensure that customers’ needs are met, and their expectations are exceeded. Monitor and report on customer service trends, identifying opportunities for improvement in processes and overall service delivery. Guide and mentor junior customer service staff, ensuring they uphold company standards for customer service excellence.Qualifications:Proven experience in customer service or client management, with a focus on real estate (3-5 years preferred).Strong knowledge of the Egyptian real estate market, property types, and common industry procedures.Excellent communication skills in both Arabic and English (spoken and written).Strong problem-solving skills with the ability to handle difficult situations and resolve conflicts effectively.