Customer Service Team Leader

Role ObjectiveWe are seeking a high-energy, professional Customer Service Team Leader to oversee our front-line operations.

The ideal candidate will bridge the gap between luxury real estate management and elite hospitality, ensuring that our homeowners and guests receive world-class support.

You will lead a dedicated team to maintain high satisfaction levels, resolve complex issues, and uphold the prestigious reputation of the La Hacienda community.

Key ResponsibilitiesTeam Leadership: Supervise, mentor, and train the customer service team to ensure peak performance and adherence to company standards.Homeowner Relations: Act as the primary point of escalation for property owners, managing inquiries regarding unit maintenance, community rules, and financial accounts.Operational Excellence: Streamline communication workflows between the service desk, facility management, and sales departments.Complaint Resolution: Handle complex disputes with a "solution-first" mindset, ensuring a balance between company policy and resident satisfaction.Performance Tracking: Monitor Key Performance Indicators (KPIs) such as response time, resolution rate, and CSAT (Customer Satisfaction Score).On-Site Coordination: Oversee the guest check-in/check-out processes and ensure all facilities meet the luxury standards expected a.

Experience: Minimum of 3–5 years in Customer Service, with at least 2 years in a Team Lead or Supervisory role specifically within the Real Estate industry.Industry Knowledge: Deep understanding of real estate after-sales service, community management, and property maintenance cycles.Communication: Fluent in Arabic and English (written and verbal).

Ability to communicate with high-net-worth individuals with poise and professionalism.Soft Skills: Exceptional emotional intelligence, negotiation skills, and the ability to remain calm under pressure.Location: Ability to be based in or travel frequently to Ras Sudr.Education: Bachelor’s degree in Business Administration, Hospitality, or a related field.