Job Opportunity: Customer Handling Manager position available at OVID Real Estate in Addis Ababa. Business and Administration, Management, Business Development, Sales and Marketing, Hotel and Hospitality jobs in Ethiopia are in high demand. Apply now through GeezJobs - Ethiopia's leading job portal.
Job Title : Customer Handling Manager
Location : Addis Ababa
Department : Customer Service
Reports To : CEO
Employment Type : Full-time
Vacancy Date : September 25/2025
Deadline : September 30/2025
Job Summary:
The Customer Handling Manager is a strategic and operational leader responsible for delivering exceptional client experiences, ensuring end-to-end service quality within OVID Real Estate’s operations. This role serves as the voice of the customer within the company, owning the customer journey, resolving high-stakes issues with professionalism and care, and working cross-functionally to elevate client satisfaction and uphold organizational values.
Key Responsibilities:
- Lead and manage the entire client service lifecycle — from onboarding to after-sales care — ensuring consistent, professional, and empathetic engagement at all touchpoints.
- Handle complex or escalated client issues directly, ensuring swift and satisfactory resolution while maintaining the company’s reputation for professionalism and hospitality.
- Design and implement a structured case management and follow-up system to track customer complaints, commitments, and resolutions.
- Develop and maintain comprehensive customer service policies, SOPs, and escalation protocols aligned with real estate industry best practices.
- Collaborate with Sales, Legal, Finance, Technical, and Property Management departments to ensure seamless and coordinated service delivery to clients.
- Participate in cross-departmental meetings to represent customer insights and service challenges, and follow through on agreed resolutions.
- Establish and manage a customer feedback and satisfaction tracking system, using surveys, data analysis, and trend reporting to drive continuous improvement.
Critical criteria/ Skill to be successful in this role:
- Strong interpersonal and hospitality-driven mindset — ability to communicate with empathy, clarity, and patience.
- Ability to lead complex case resolutions involving high-profile clients or sensitive issues.
- Skilled in building effective cross-functional relationships and aligning multiple departments toward customer satisfaction.
- Proficiency in documenting, tracking, and reporting customer cases using CRM and service software tools.
- Deep understanding of compliance processes, risk mitigation, and documentation integrity.
- Strong verbal and written communication skills in both English and Amharic.
- Excellent presentation, reporting, and stakeholder management skills.
- High emotional intelligence, resilience, and the ability to remain calm under pressure.
- Strong problem-solving and decision-making skills.
Requirements:
- Bachelor’s degree in Business Administration, Hospitality, Management, or a related field. A master’s degree is a significant advantage.
- Minimum of 7 years of progressive work experience, including 3+ years in a managerial role within customer service or client relations — ideally in real estate, hospitality, or high-value service industries.
- Proven track record in client engagement, conflict resolution, and operational compliance.
How To Apply
Interested and Qualified Applicant can apply through ethiojobs by clicking the green apply now button and then uploading cv/resume along side relevant documents that can support the application.
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