Real Estate Client Experience Manager

Our Clients; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Our Clients is seeking an experienced Customer Service Manager to lead the customer service operations of a leading real estate company in Quezon City. The ideal candidate must have a solid background managing customer service or 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.

Qualifications

• Minimum of 5 years of managerial experience in customer service or CRM roles within real estate.
• Direct experience working for a real estate developer or property company is required.
• Strong leadership, communication, and problem-solving skills.

Responsibilities

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

Skills

Leadership

CRM Management

Communication

Team Management

Problem Solving

Client Relations

Interpersonal Skills

MS Office Proficiency

Education

Bachelor's Degree in Business Administration/Real Estate

Tools

CRM systems

Microsoft Office

Job description

Our Clients is seeking an experienced Customer Service Manager to lead the customer service operations of a leading real estate company in Quezon City. The ideal candidate must have a solid background managing customer service or 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.