Senior Customer Service Agent (Real Estate)

Job Description Serve as the primary point of contact for customers, addressing inquiries and resolving issues promptly and professionally. Handle incoming calls, emails, and in-person requests from clients regarding products, services, and ongoing projects. Maintain accurate records of customer interactions, transactions, feedback, and complaints using company systems. Collaborate with internal departments such as sales, construction, and project management to ensure timely and effective resolution of client concerns. Provide detailed information about Maalem-Group’s real estate and construction services, guiding clients through processes and offerings. Follow up with clients to ensure satisfaction and gather feedback for continuous improvement. Escalate complex or unresolved issues to the appropriate teams while maintaining ownership of the customer’s experience. Support the implementation of customer service policies and procedures to enhance service quality. Assist in preparing customer service reports and analytics for management review. Contribute to a positive team environment by sharing knowledge, best practices, and supporting colleagues as needed. Job Requirements Minimum of 2 years of experience in a customer service or client-facing role, preferably within the real estate or construction industry. Excellent verbal and written communication skills in both Arabic and English. Strong problem-solving abilities and a proactive approach to resolving customer issues. Demonstrated ability to manage multiple tasks and prioritize effectively in a fast-paced office environment. Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite. High level of professionalism, patience, and empathy when dealing with clients. Strong organizational skills and attention to detail. Ability to work independently and as part of a collaborative team. Flexibility to adapt to changing priorities and business needs. Commitment to upholding Maalem-Group’s values of transparency, trust, and continuous development.