Job Description

Overview: The Customer Service Supervisor - Real Estate Call Center is responsible for overseeing all client interactions received via phone calls and digital communication channels. As the first voice representing the company, this role is essential in ensuring exceptional customer service delivery, managing a small team of client service representatives, and upholding high standards of professionalism, particularly when engaging with high-net-worth individuals. The ideal candidate should be knowledgeable about the Abu Dhabi real estate market and excel in a service-driven, high-pressure environment. Key Responsibilities: - Lead and manage a team of customer service agents handling inbound calls, ensuring professional, efficient, and accurate communication with clients. - Monitor and review calls to uphold service excellence, tone of voice, etiquette, and compliance with internal standards. - Respond to or supervise the handling of client inquiries related to property listings, locations, procedures, and real estate services via phone, WhatsApp, or other virtual channels. - Train new team members and conduct regular coaching sessions to ensure current knowledge of services, systems, and real estate trends. - Keep the team informed about the Abu Dhabi real estate market, including current listings, communities, and developments. - Resolve complex or high-level client concerns in a timely and professional manner to ensure client satisfaction and loyalty. - Oversee the scheduling of appointments for sales teams and property viewings as requested by clients. - Prepare regular reports on call volumes, service quality, client feedback, and team performance metrics. - Identify gaps or inefficiencies in customer communication processes and implement improvements to enhance customer satisfaction. Qualifications: - A minimum of 3-5 years of experience in a customer service or call center environment, preferably in real estate or luxury service industries. - At least 1-2 years of experience in a supervisory or team lead role in a call-handling capacity. - BacheloraEUR(TM)s degree in Business Administration, Real Estate, or a related field. - Exceptional verbal communication skills in English; proficiency in Arabic is a strong advantage. - Solid understanding of the Abu Dhabi real estate market. - Proficient in CRM platforms, call center software, Microsoft Office Suite, and messaging tools. Seniority level

Seniority level Not Applicable Employment type

Employment type Full-time Referrals increase your chances of interviewing at Masterpiece Property by 2x Get notified about new Customer Service Supervisor jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates . Senior Customer Service Management Staff Manager

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