Customer Care Manager

Why This Role Matters

As our Customer Care Manager, you will lead the delivery of exceptional customer experiences, ensuring every interaction strengthens customer trust, loyalty, and satisfaction. By driving service excellence and continuous improvement, you will play a key role in supporting our company's reputation and long-term success.

What will the role look like:

• Conduct onsite visits, property inspections, snagging assessments, and client meetings, ensuring customer concerns are resolved promptly and quality standards are maintained.
• Lead, coach, and develop the Customer Care team, fostering a culture of service excellence and accountability.
• Manage complex customer inquiries, complaints, and escalations, ensuring exceptional service across all customer touchpoints.
• Collaborate closely with internal teams, contractors, and stakeholders to resolve issues and deliver a seamless customer journey.
• Monitor customer satisfaction, service quality, and KPIs, driving initiatives that enhance the overall customer experience.
• Analyze customer feedback and operational trends to identify improvement opportunities and optimize customer care processes and service standards.
• Champion a customer-centric culture, ensuring customer needs remain at the forefront of business decisions.

What Makes You a Great Fit

Must-Have Skills

• Proven experience in Customer Care, Customer Service, Customer Success, or a similar customer-facing role within the real estate sector or a related service-driven industry.
• Demonstrated experience leading, coaching, and coordinating cross-functional teams and stakeholders to achieve customer-focused outcomes.
• Excellent command of English and Greek, both written and spoken.
• Strong computer literacy, including proficiency in Microsoft Office applications and CRM systems.
• Exceptional communication, relationship-building, and interpersonal skills.
• Strong problem-solving, decision-making, and conflict-resolution abilities, with a proactive and solution-oriented approach.
• Excellent organizational and time-management skills, with the ability to effectively manage multiple priorities in a fast-paced environment.
• A customer-centric mindset with a genuine passion for delivering outstanding customer experiences and service excellence.

Good-to-Have Skills

• Experience designing and implementing Customer Experience (CX) initiatives and service improvement programs.
• Professional background in real estate, hospitality, retail, property management, or other customer-focused industries.
• Experience monitoring and analyzing customer satisfaction metrics, service levels, and key performance indicators (KPIs).
• Knowledge of customer journey mapping, service design, and process improvement methodologies.
• Fluency in Russian or additional languages.
• Strong digital and AI literacy, with the ability to leverage modern technologies and data-driven tools to enhance operational efficiency and customer experience.

Why You’ll love working here:

• Competitive salary package based on your experience and skills
• Provident fund
• Performance-based bonus
• Continuous learning and professional development opportunities
• A supportive, collaborative team environment where your work truly matter
• Convenient office location with on-site parking

Crona Group is proud to be an equal opportunity employer. We embrace diversity and are committed to fostering an inclusive workforce where everyone can thrive.