Senior Customer Service Agent – Real Estate

About the role

We are seeking a Senior Customer Service Agent to serve as the primary point of contact for our real‑estate and construction clients in Cairo. The role involves handling inquiries via phone, email and in‑person, ensuring prompt and professional resolution.

Key responsibilities

• Respond to incoming calls, emails and face‑to‑face requests regarding products, services and ongoing projects.
• Maintain accurate records of interactions, transactions, feedback and complaints using company systems.
• Collaborate with sales, construction and project‑management teams to resolve client concerns efficiently.
• Provide detailed information on Maalem‑Group’s real‑estate and construction offerings, guiding clients through processes.
• Follow up with clients to confirm satisfaction and collect feedback for continuous improvement.
• Escalate complex or unresolved issues while retaining ownership of the customer experience.
• Support the implementation of customer‑service policies and procedures to enhance service quality.
• Assist in preparing service reports and analytics for management review.
• Contribute to a positive team environment by sharing knowledge and best practices.

Required profile

• Minimum 2 years of experience in a customer‑service or client‑facing role, preferably in real‑estate or construction.
• Excellent verbal and written communication skills in Arabic and English.
• Strong problem‑solving abilities and a proactive approach to issue resolution.
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced office.
• 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.

Required skills

• Proficiency with customer relationship management (CRM) software.
• Proficiency in Microsoft Office Suite.