Job Description

About Us:

At Neatly, we take pride in delivering elegant, hotel-standard care for holiday homes and residences across the UAE. From luxury housekeeping to guest amenities, our mission is to create seamless experiences for property owners and guests alike.

Role Overview:

We're looking for a

Customer Service Manager

who can lead and elevate our communication standards. You'll be the voice of Neatly -- ensuring every client interaction reflects our commitment to precision, empathy, and efficiency.

Key Responsibilities:

Oversee the client care and communication team (calls, WhatsApp, email, portal). Manage service requests, follow-ups, and after-service feedback. Build service SOPs and tone guidelines to ensure consistency. Track client satisfaction scores and handle escalations with a solutions-first mindset. Coordinate with Operations and Quality teams for on-ground issue resolution. Review reports and ensure timely invoicing, renewals, and package tracking. Train and mentor team members to maintain calm and professional communication under pressure.

Requirements:

Minimum 3 years' experience in customer service, hospitality, or property management. Fluent in English. Exceptional written and verbal communication. Ability to multitask, prioritize, and handle demanding clients gracefully. Tech-savvy with CRM, WhatsApp Business, or ticketing tools.

Personality Fit:

Empathetic, articulate, and composed. You thrive in fast-paced environments and know how to keep both clients and teams aligned.

Job Type: Full-time

Pay: AED4,000.00 - AED4,500.00 per month