Real Estate Customer Experience Manager

Create Synergies Inc.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Create Synergies Inc. in Quezon City is 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 CRM teams within the real estate industry, overseeing client concerns, billing inquiries, after-sales support, and customer satisfaction while ensuring exceptional service delivery throughout the customer journey.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Real Estate Management, or related field.
• Minimum of 5 years of managerial experience in customer service/CRM within the Real Estate industry.
• Direct experience with a real estate developer or property company.
• Strong background in customer relationship management and after-sales operations.

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 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

Customer service management

CRM management

Leadership

Real estate knowledge

Client relations

Education

Bachelor's in Real Estate

Tools

CRM systems

Microsoft Office

Customer service tools

Job description

Create Synergies Inc. in Quezon City is 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 CRM teams within the real estate industry, overseeing client concerns, billing inquiries, after-sales support, and customer satisfaction while ensuring exceptional service delivery throughout the customer journey.