Customer Service Manager

Palma Holding; Dubai; On-site; AED 120,000 - 150,000; Full time

Job summary

A prestigious high-end residential development is seeking a Customer Service Manager to lead their team. The ideal candidate will ensure exceptional client experiences, manage inquiries, and maintain high standards of service and documentation. This role requires a background in luxury real estate or hospitality, strong leadership, and excellent communication skills.

Benefits

Competitive salary

Benefits

Opportunities for career growth

Qualifications

• 5-10 years experience in luxury real estate or premium hospitality.
• Proven track record in customer service management and client relations.

Responsibilities

• Lead and manage a team of Customer Service Executives.
• Oversee Sale and Purchase Agreements and payment schedules.
• Act as a key point of escalation for high-profile clients.

Skills

Leadership

Communication

Negotiation

Problem-Solving

Tools

CRM systems

Contract management software

Microsoft Office Suite

Job description

We are seeking an experienced and highly professional Customer Service Manager to lead our customer service team for a prestigious high-end residential development. The ideal candidate will ensure exceptional client experiences by overseeing customer inquiries, managing sale and purchase agreements, coordinating payment schedules, and liaising with the accounts department. With a strong background in luxury residential development or high-end hospitality, the successful candidate will bring a refined approach to client relations and team leadership.

Key Responsibilities

• Lead, mentor, and manage a team of Customer Service Executives to deliver outstanding client support.
• Ensure prompt, professional, and courteous handling of all customer inquiries via phone, email, and in-person interactions.
• Develop and maintain customer service protocols to uphold the company’s luxury brand standards.
• Oversee the issuance and tracking of Sale and Purchase Agreements (SPAs) and related documentation.
• Ensure accuracy and compliance in all contractual communications between clients, legal teams, and sales departments.
• Manage customer installment plans, payment schedules, and follow-ups for timely collections.
• Liaise closely with the Accounts Department to ensure accurate invoicing, receipt issuance, and financial record-keeping.
• Monitor outstanding payments and coordinate with clients and internal teams for resolution.
• Prepare regular reports on customer service metrics, payment statuses, and client feedback for senior management.

Client Relationship Management

• Act as a key point of escalation for high-profile clients, ensuring swift resolution of any concerns.
• Foster long-term relationships with buyers, ensuring a seamless and luxurious experience throughout their purchase journey.
• Organize and attend client meetings, presentations, and handovers as needed.

Qualifications & Experience

• Minimum 5-10 years of experience in a high-end residential developer, luxury real estate, or premium hospitality (5-star hotels, VIP client services).
• Proven track record in *customer service management, contract administration, and client relations within a luxury setting.
• Strong leadership skills with experience managing a team in a high-pressure, client-focused environment.
• Excellent communication (written and verbal), negotiation, and interpersonal skills.
• Proficiency in CRM systems, contract management software, and Microsoft Office Suite.
• Detail-oriented with strong organizational and problem-solving abilities.

Personal Attributes

• Professional, polished, and diplomatic with a passion for delivering exceptional service.
• Ability to handle high-net-worth clients with discretion and confidentiality.
• Proactive, solutions-driven, and able to work under tight deadlines.

Why Join Us?

• Be part of an elite team shaping luxury residential experiences.
• Competitive salary, benefits, and opportunities for career growth.
• Work in a dynamic, fast-paced environment with high-profile clientele.