Customer Service Executive

The Customer Service Executive is responsible for handling customer inquiries, requests, and complaints across all official communication channels — phone calls, email, the company Whats App, social media channels, and the customer service platform. They will provide accurate information, deliver a distinguished service experience, and ensure timely resolution of issues to enhance customer satisfaction and strengthen long‑term relationships with the company.

• Receive and handle customer inquiries, requests, and complaints across all official channels: phone calls, email, the company Whats App, social media channels, and the customer service platform.
• Respond to customers within the approved Service Level Agreements (SLAs) and ensure consistency of message and tone across all channels.
• Provide accurate information about the company's projects, lands, products, and services.
• Document all interactions, requests, and complaints in the customer service platform / CRM accurately and on time.
• Escalate complex issues and complaints to the relevant department or direct manager and follow up until closure.
• Coordinate with the Sales, Marketing, Legal, and Finance teams to resolve customer issues end‑to‑end.
• Monitor the company's social media channels and respond to public comments and direct messages professionally and in line with the brand voice.
• Follow up on after‑sales requests and ensure customer satisfaction with the provided resolution.
• Conduct customer satisfaction surveys and gather feedback to support continuous service improvement.
• Maintain customer confidentiality and comply with the company's data protection policies.
• Submit periodic reports on tickets, complaints, and channel performance to the direct manager.
• Contribute to building and updating the FAQs library and customer service knowledge base.
• Stay updated on the company's projects, offers, and policies to ensure accuracy of the information provided.

• Diploma or bachelor's degree in Business Administration, Marketing, Communication, or equivalent.

• Customer service or contact center certifications are preferred (e.g., COPC, HDI, or equivalent).

• Minimum two years of experience in customer service, preferably in the real estate sector or a related industry.