Customer Service Manager – Facility Construction Experience

About the role

Horizon Operation & Management is seeking a full‑time Customer Service Manager to lead service operations for facility construction and urban management projects in Cairo. You will ensure high customer satisfaction and service quality across large‑scale infrastructure initiatives.

Key responsibilities

• Lead and develop customer support teams dedicated to construction and facilities projects.
• Handle escalated client inquiries and resolve complex issues promptly.
• Monitor service performance metrics, response times, and resolution rates.
• Design and implement processes to improve service efficiency and quality.
• Collaborate closely with construction, operations, and technical teams to track service requests and provide clear updates.
• Analyze customer feedback and service data to identify trends and recommend improvements.

Required profile

• Proven experience in customer service management within facility construction, real‑estate, or large‑scale infrastructure.
• Strong focus on customer satisfaction and a track record of handling escalations.
• Excellent analytical ability to interpret feedback and service metrics.
• Outstanding written and verbal communication skills for interaction with clients and internal stakeholders.
• Bachelor’s degree in Business Administration, Engineering, Facilities Management, or a related field; advanced qualifications are a plus.
• Highly organized with strong problem‑solving skills and the capacity to manage multiple priorities in a fast‑paced environment.

Required skills

• Proficiency with customer service platforms and reporting tools.
• Familiarity with AI‑enabled or smart‑city systems.