Customer Service Executive

About the role

The Customer Service Executive will be the primary point of contact for clients, handling inbound and outbound calls, face‑to‑face meetings and ensuring timely resolution of enquiries and complaints across property‑related services.

Key responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to enquiries about property, payments, handover, maintenance, complaints and other service matters.
• Register, track, follow up and close complaints within defined service timelines.
• Identify root causes, coordinate with relevant departments and maintain regular follow‑up until resolution.
• Attend face‑to‑face meetings with customers at the office, project site or their location when required.
• Escalate critical, sensitive or ageing complaints to management.
• Maintain accurate records of interactions, commitments and resolutions in CRM/Salesforce.
• Support the FLCC team in meeting service level, call quality and customer satisfaction targets.

Required profile

• Bachelor’s degree or equivalent preferred.
• 2–4 years of experience in customer service, contact centre or complaint management.
• Proven experience handling inbound and outbound calls and managing escalations.
• Strong verbal and written communication skills in English; additional languages (Arabic, Hindi, Urdu) are a plus.
• Experience in real estate, property management, hospitality, banking or telecom is advantageous.

Required skills

• Proficiency with CRM systems.
• Experience using Salesforce.