Customer Service Manager

Our Clients; Quezon City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Our Clients is seeking an experienced Customer Service Manager to lead the customer service operations for a major real estate company in Quezon City. The role focuses on managing CRM teams, resolving client inquiries, and ensuring satisfaction across the customer journey.

The ideal candidate will have 5+ years of managerial experience within real estate, a strong CRM background, and proven leadership and communication skills to drive service excellence and cross-functional collaboration.

Qualifications

• Bachelor's degree required in business, marketing, real estate or related field.
• Minimum of 5 years of managerial experience in customer service, CRM or client relations within real estate.
• Direct experience working for a real estate developer or property company is essential.
• Strong background in CRM, client management and after-sales operations.
• Excellent leadership, communication, interpersonal and problem-solving skills.

Responsibilities

• Lead and manage the Customer Service team to deliver exceptional support to property buyers, homeowners, and clients.
• Oversee the resolution of customer inquiries, requests, complaints, and escalations in a timely and professional manner.
• Manage client relationships and ensure a positive customer experience from property turnover through after-sales support.
• Supervise billing-related concerns, payment inquiries, account coordination, and documentation.
• Collaborate with Sales, Finance, Property Management, Engineering, Legal, and other departments to resolve customer concerns.
• Monitor customer service KPIs, service levels, and client satisfaction metrics to drive continuous improvement.
• Develop and implement customer service policies, procedures, and service excellence initiatives.
• Analyze customer feedback and recommend process improvements to enhance operational efficiency.
• Prepare regular management reports on customer service performance, complaint resolution, and customer satisfaction.
• Coach, mentor, and develop customer service personnel to maintain high performance and service standards.

Skills

CRM management

Leadership

Customer service

Cross-functional collaboration

Communication skills

Education

Bachelor's degree in related field

Tools

CRM systems

Microsoft Office

Job description

Job Details

Location: Quezon City
Work Setup: On-site
Employment Type: Full-time

Job Summary

We are seeking an experienced Customer Service Manager to lead the customer service operations of a leading real estate company. The ideal candidate must have a solid background managing customer service or customer relationship management (CRM) teams within the real estate industry. This role is responsible for overseeing client concerns, billing inquiries, after-sales support, and customer satisfaction while ensuring exceptional service delivery throughout the customer journey.

Key Responsibilities

• Lead and manage the Customer Service team to deliver exceptional support to property buyers, homeowners, and clients.
• Oversee the resolution of customer inquiries, requests, complaints, and escalations in a timely and professional manner.
• Manage client relationships and ensure a positive customer experience from property turnover through after-sales support.
• Supervise billing-related concerns, payment inquiries, account coordination, and documentation.
• Collaborate with Sales, Finance, Property Management, Engineering, Legal, and other departments to resolve customer concerns.
• Monitor customer service KPIs, service levels, and client satisfaction metrics to drive continuous improvement.
• Develop and implement customer service policies, procedures, and service excellence initiatives.
• Analyze customer feedback and recommend process improvements to enhance operational efficiency.
• Prepare regular management reports on customer service performance, complaint resolution, and customer satisfaction.
• Coach, mentor, and develop customer service personnel to maintain high performance and service standards.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Real Estate Management, or any related field.
• Minimum of 5 years of managerial experience as a Customer Service Manager, CRM Manager, Client Relations Manager, or similar role within the Real Estate industry.
• Must have direct experience working for a real estate developer or property company.
• Strong background in customer relationship management, client management, and after-sales operations.
• Extensive knowledge of billing processes, payment concerns, customer account management, and inquiry handling.
• Proven experience handling customer complaints, service recovery, and escalation management.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Proficient in CRM systems, Microsoft Office, and customer service management tools.