Job Summary

The Customer Complaints Manager in real estate is responsible for managing and resolving all types of customer complaints related to property sales, leasing, rentals, and property management services.

The role ensures that complaints are handled professionally, efficiently, and in compliance with UAE laws and company policies, while maintaining strong client relationships and satisfaction.

Key Responsibilities

• Receive, review, and manage all complaints from property buyers, tenants, and investors.
• Investigate complaints regarding property transactions, rental agreements, maintenance, or service delivery.
• Coordinate with internal departments such as Sales, Sales Admin, CRM, Finance, and other Departments to resolve issues.
• Ensure timely resolution of complaints according to company SLAs and UAE regulations.
• Communicate professionally with clients regarding complaint status and resolutions.
• Escalate unresolved or critical issues to senior management.
• Maintain accurate records of all complaints and actions taken in CRM systems.
• Identify recurring issues and provide recommendations to improve processes and client experience.
• Stay updated on UAE real estate laws, regulations, and best practices.

Qualifications & Requirements

• Excellent communication skills in English (Arabic is an advantage).
• Bachelor’s degree in Business, Real Estate, or a related field.
• 3–5 years of experience in customer service or complaint handling in real estate (UAE experience preferred).
• Strong knowledge of property sales, leasing, rental agreements, and property management processes.
• Strong problem-solving, negotiation, and conflict-resolution skills.
• Proficiency in MS Office and property management or CRM software.
• Understanding of UAE real estate regulations and customer expectations.

Key Skills & Competencies

• Customer-focused and professional
• Strong decision-making and problem-solving
• Attention to detail
• Ability to manage escalated and sensitive cases
• Reporting and analytical skills
• Team collaboration and coordination

Salary

• AED 15,000 per month and it depends on work experience

Job Type: Full-time