Customer Care Sr. excutive

Job PurposeThe Customer Care Specialist is responsible for delivering exceptional service to clients throughout their journey—from initial inquiry to post-sale support. The ideal candidate will be highly organized, customer-oriented, and possess a strong understanding of the real estate process.Key ResponsibilitiesServe as the primary point of contact for escalated client inquiries, complaints, and service-related requests.Maintain high standards of customer service by providing timely, accurate, and effective support across all communication channels.Collaborate with internal teams to resolve customer issues promptly and efficiently.Utilize CRM systems to monitor service requests, maintain up-to-date customer profiles, and ensure accurate and organized recordkeeping.Conduct regular follow-ups with clients to confirm that their needs have been met, concerns addressed, and satisfaction levels maintained.Collect and analyze customer feedback, identify recurring issues or service gaps, and escalate insights to management for continuous service improvement.Key AccountabilitiesEnsure timely and professional resolution of escalated issues to maintain client trust and satisfaction; achieve response and resolution SLAs.Maintain a high customer satisfaction score and ensure consistent adherence to service response time standards.Facilitate cross-department coordination and follow-through to resolve client concerns within defined timeframes.Document follow-ups with all clients post-resolution and track client satisfaction outcomes through follow-up feedback.Provide monthly feedback reports to management, detailing trends, root causes, and recommendations for improving the customer experience.Job Specification (Qualifications)Bachelor’s degree in Business Administration, Real Estate, or a related field.Minimum 3-5 years of experience in customer service, preferably within the real estate or property sector.Strong knowledge of customer relationship management (CRM) systems and real estate processes.Excellent interpersonal, communication, and conflict resolution skills.Ability to multitask, prioritize, and work effectively under pressure.Proficient in MS Office; experience with property management software is a plus.Fluency in [English and any other relevant languages] is required.