Customer Service Manager

Our Clients; Quezon City; On-site; PHP 1,200,000 - 1,700,000; Full time

Job summary

Our Clients in Quezon City is seeking an experienced Customer Service Manager to lead and optimize the customer service operations for a leading real estate company. The role focuses on client concerns, billing inquiries, after-sales support, and exceptional service throughout the customer journey.

The ideal candidate will have at least 5 years of managerial experience in customer service or CRM within real estate, with strong leadership and CRM skills.

Qualifications

• Bachelor's degree in a related field.
• Minimum 5 years of managerial experience in customer service/CRM within the real estate industry.
• Direct experience working for a real estate developer or property company.
• Strong background in CRM, billing, and client management.

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

Customer service

Communication

Problem solving

Education

Bachelor's degree in Business Administration, Marketing, Real Estate Management, or related field

Tools

CRM systems

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.