Job Title: Customer Service Manager

Location: Alexandria, Egypt

Employment Type: Full-Time

Company Description

Mena Group is a renowned real estate company with over 40 years of experience. We have delivered more than 300 diverse projects across Egypt and the Middle East. Our portfolio includes integrated residential communities, tourist resorts, and commercial projects. We are committed to excellence and innovation in real estate development.

Job Summary:

We are seeking an experienced and customer-focused Customer Service Manager to oversee client relations within the construction sector. The role ensures that customer needs and concerns are addressed effectively, project-related communications are clear, and service standards are consistently maintained. The Customer Service Manager will act as the main liaison between clients, project teams, and management, driving customer satisfaction throughout all phases of construction projects.

Key Responsibilities:

• Manage and lead the customer service team to deliver exceptional client support before, during, and after project execution.
• Act as the main point of contact for customers, handling inquiries, complaints, and feedback in a professional manner.
• Coordinate closely with project managers, engineers, and site teams to ensure customer requirements are understood and met.
• Develop and implement customer service policies, procedures, and standards tailored to the construction industry.
• Track, analyze, and report on customer satisfaction metrics and provide recommendations for improvements.
• Handle escalated issues and resolve disputes with professionalism and efficiency.
• Ensure timely communication regarding project updates, timelines, and any service-related changes.
• Conduct regular site visits and client meetings to strengthen relationships and address concerns proactively.
• Train and mentor customer service staff to improve communication and problem-solving skills.
• Collaborate with sales and business development teams to enhance client experience and support repeat business.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Engineering, or related field (preferred).
• Proven experience (7+ years) in customer service, preferably in construction, contracting, or real estate.
• Strong leadership and team management skills.
• Excellent communication, negotiation, and conflict-resolution abilities.
• Knowledge of construction processes, contracts, and industry standards.
• Ability to handle pressure and multitask in a fast-paced project environment.
• Proficiency in MS Office and CRM software.
• Strong client-oriented mindset with a problem-solving approach.

Key Competencies:

• Customer focus and relationship management
• Leadership and team development
• Problem-solving and decision-making
• Communication and interpersonal skills
• Organizational and time management
  

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