Customer Care Manager

About the role

Rikaz Development, an Omani real estate company focused on residential, commercial and mixed-use projects, is hiring a full-time, on-site Customer Care Manager in Muscat. The manager leads end-to-end customer service for the company's real estate projects, overseeing customer care teams and setting service standards so that inquiries, complaints and service requests are answered quickly and accurately by phone, email and in person.

Key responsibilities

• Oversee customer care teams and set service standards
• Ensure timely, accurate responses to customer inquiries, complaints and service requests
• Monitor customer satisfaction, analyse feedback and service data, and implement improvements
• Coordinate handover and after-sales support
• Manage issue resolution with internal departments
• Prepare performance reports and maintain clear communication with customers during development and after delivery
• Contribute to customer care policies, train staff and support initiatives that strengthen the company's reputation

Required profile

• Strong customer service management experience, including Customer Service Management, Customer Support and Customer Satisfaction
• Excellent communication and analytical skills, able to interpret feedback and service metrics and recommend improvements
• Proven experience managing customer-facing teams in real estate, property management or a related industry is highly beneficial
• Ability to work on-site, handle multiple priorities and collaborate with sales, operations, technical and finance teams
• Bachelor's degree in Business Administration, Management, Marketing or a related field is preferred

Required skills

• Proficiency in CRM systems and MS Office tools
• Familiarity with documenting processes and preparing performance reports