Customer Service Manager

Our Clients; Quezon City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Our Clients is seeking a seasoned Customer Service Manager to lead the CRM and customer service operations for a real estate portfolio. The role requires oversight of client concerns, billing inquiries, and after-sales support to ensure superior service delivery across the customer journey.

The ideal candidate will have extensive real estate customer service and CRM leadership experience, with strong communication and team development skills to drive performance and customer satisfaction.

Qualifications

• Minimum 5 years of managerial experience in Customer Service/CRM within real estate.
• Direct experience working for a real estate developer or property company.
• Strong background in customer relationship management, client management, and after-sales operations.
• Excellent leadership and communication 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

Leadership

CRM management

Communication

Problem solving

CRM systems

Microsoft Office

Education

Bachelor's degree in Business Administration/Marketing/Real Estate Management

Tools

CRM software

Microsoft Office

Job description

Customer Service Manager (Real Estate)

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.