Assistant Manager - Customer Service

Arada; Sharjah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading real estate company in Sharjah is seeking an Assistant Manager – Customer Service to enhance customer experiences across various channels. Responsibilities include supervising a customer service team, ensuring high service standards, and managing escalations effectively. The candidate must have a Bachelor’s degree and 4+ years of experience in customer service, particularly in the real estate sector.

Qualifications

• Minimum 4 years of experience in customer service within the real estate sector.
• Proven leadership experience in managing a team.
• Strong experience in handling walk-in customers.

Responsibilities

• Supervise front-line customer service team and manage daily customer interactions.
• Monitor team KPIs and service quality metrics with performance feedback.
• Implement improvements in processes and support customer service policy development.

Skills

Arabic speaker

Interpersonal skills

Communication skills

Conflict-resolution skills

Multitasking

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Related field

Tools

MS Office

CRM systems

Job description

PURPOSE OF THE ROLE:

The Assistant Manager – Customer Service is responsible for overseeing the daily operations of ARADA’s customer service center, ensuring consistent delivery of exceptional services to both walk-in clients and customers across digital channels, such as email & phone calls, with the goal of enhancing the overall customer experience.

PRIMARY RESPONSIBILITIES:

• Supervise and lead the front-line customer service team, ensuring high performance and adherence to service standards.
• Manage daily walk-in customer interactions, addressing inquiries, resolving complaints, and handling escalations in a professional manner.
• Monitor team KPIs and service quality metrics; provide coaching, performance feedback, and support team development initiatives.
• Collaborate with Quality & Handover and other relevant teams to ensure the smooth handover of properties to customers.
• Oversee property transfer processes by coordinating with Contracts, Sales Operations, Finance, and other departments to ensure seamless transactions.
• Manage the title deed issuance process in coordination with the Government Relations and Customer Service Operations teams.
• Prepare and circulate weekly and monthly reports and MIS for the Customer Service team.
• Identify and implement improvements in existing processes and system workflows to enhance operational efficiency.
• Support the development of customer service policies and customer satisfaction initiatives.

QUALIFICATION

• Bachelor’s degree in Business Administration, Marketing, or a related field.

EXPERIENCE

• Minimum 4 years of experience in customer service within the real estate sector is mandatory.
• Proven experience in leading and managing a team.
• Strong experience handling walk-in customers and front-desk service operations

SKILLS

• Arabic speaker – fluency in both Arabic and English is required.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Ability to multitask and remain calm under pressure.
• Proficiency in MS Office and CRM systems such as salesforce is a plus.