Customer Care Manager

Company Description Rikaz Development is a leading Omani real estate company focused on delivering high-quality residential, commercial, and mixed-use projects that create lasting value. With deep expertise in the local market, the company designs developments that combine strategic locations, contemporary architecture, and functional layouts with a seamless customer experience. Rikaz aims to create inspiring spaces where people can live comfortably, businesses can grow, and investments can achieve sustainable, long-term returns. A strong commitment to professionalism, transparency, and responsible execution guides each stage of the development process, from concept and design through delivery and customer care. As the portfolio expands, Rikaz continues to shape distinctive projects that support Oman’s urban and economic growth. Role Description The Customer Care Manager is a full-time, on-site role based in Masqaţ, Oman, responsible for leading end-to-end customer service operations for Rikaz Development’s real estate projects. This role oversees customer care teams, sets service standards, and ensures timely, accurate responses to inquiries, complaints, and service requests across phone, email, and in-person channels. The Customer Care Manager will monitor customer satisfaction, analyze feedback and service data, and implement improvements that enhance the overall customer experience. Day-to-day tasks include coordinating handover and after-sales support, managing issue resolution with internal departments, preparing performance reports, and maintaining clear communication with customers throughout the development and post-delivery phases. The role also involves contributing to customer care policies, training staff, and supporting initiatives that strengthen Rikaz’s reputation for reliability and trust. Qualifications • Strong customer service management capabilities, including experience in Customer Service Management, Customer Support, and Customer Satisfaction. • Excellent communication skills, with the ability to convey information clearly, listen actively, and build positive relationships with diverse stakeholders. • Solid analytical skills to interpret customer feedback, service metrics, and operational data, and to recommend practical improvements. • Proven experience managing customer-facing teams in real estate, property management, or a related industry is highly beneficial. • Ability to work on-site, handle multiple priorities, and collaborate effectively with sales, operations, technical, and finance teams. • Bachelor’s degree in Business Administration, Management, Marketing, or a related field is preferred. • Proficiency in CRM systems and MS Office tools, with familiarity in documenting processes and preparing performance reports. • Professional attitude, integrity, and a customer-centric mindset aligned with Rikaz’s values of transparency and responsible execution.

Bachelor’s degree in Business Administration, Management, Marketing, or a related field is preferred. Proficiency in CRM systems and MS Office tools, with familiarity in documenting processes and preparing performance reports. Strong customer service management capabilities, including experience in Customer Service Management, Customer Support, and Customer Satisfaction. Excellent communication skills, with the ability to convey information clearly, listen actively, and build positive relationships with diverse stakeholders. Solid analytical skills to interpret customer feedback, service metrics, and operational data, and to recommend practical improvements. Proven experience managing customer-facing teams in real estate, property management, or a related industry is highly beneficial. Ability to work on-site, handle multiple priorities, and collaborate effectively with sales, operations, technical, and finance teams.

Lead end-to-end customer service operations for Rikaz Development’s real estate projects. Oversee customer care teams, set service standards, and ensure timely, accurate responses to inquiries, complaints, and service requests across phone, email, and in-person channels. Monitor customer satisfaction, analyze feedback and service data, and implement improvements that enhance the overall customer experience. Coordinate handover and after-sales support, manage issue resolution with internal departments, prepare performance reports, and maintain clear communication with customers throughout the development and post-delivery phases. Contribute to customer care policies, train staff, and support initiatives that strengthen Rikaz’s reputation for reliability and trust.