Ahmed Esam

Leads end-to-end customer service operations within the real estate sector, ensuring seamless contracting, payment follow-up, and post-delivery client support across multiple projects. Manages customer relations through handling escalations, resolving site-related issues, and coordinating with Engineering, Sales, Legal, and Finance to close cases efficiently. Oversees the full unit-handover journey, ensures service quality compliance, and develops structured follow-up processes to enhance client satisfaction.

Coaches and guides the customer service team to achieve service KPIs, maintain proper documentation, and deliver consistent customer experience across all touch points.

C.S Section Head at EL EZZ Developments (2024-10 – Present)

• Supervises the full contracting and documentation cycle, ensuring accurate signing of sales agreements, addendum, and payment schedules, and Coordinates with Sales, Legal, and Finance to resolve contract-related discrepancies.
• Monitors payment schedules and installment timelines, communicates proactively with clients regarding due or overdue payments, and ensures all financial updates are accurately captured in the CRM and aligned with handover milestones.
• Handles customer complaints related to finishing, site conditions, delays, or service quality; Coordinates with Engineering, Site Operations, and Facility Management to close snagging and maintenance issues; and implements structured post-resolution follow-ups to maintain customer satisfaction.
• Oversees unit handovers and all post-delivery processes, leads customer service teams to meet KPIs, develops service and escalation frameworks, and Provides management with regular performance reports and customer insights.

C.S Team Leader at Capital Hills Developments (2024-01 – 2024-10)

• Provide Direct Customer Support through various channels.
• Investigate and resolve customer complaints and queries, particularly the escalated ones.
• Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
• Continuously monitor the performance of the team, and craft tailored development plans for each member.

C.S Team Leader at Roaya Group (2023-01 – 2024-01)

• Provide Direct Customer Support through various channels.
• Investigate and resolve customer complaints and queries, particularly the escalated ones.
• Provide feedback and support to the Customer Care team to ensure that all issues are resolved according to CS SLA.
• Continuously monitor the performance of the team, and craft tailored development plans for each member.

Senior Customer Services | Team Leader at LA Sirena Group (2021-06 – 2022-12)

• Assist the Sales Manager in leading, directing and motivating the sales team to achieve the overall corporate sales objectives.
• To assist the Sales Manager in revising and implementing the sales strategies Plans.
• Continually looking to identify further business opportunities through effective leasing with other related businesses and colleagues.

Senior Customer Services at Empire K (2019-08 – 2021-05)

• Managing organizational sales by developing a business plan that covers sales, revenue, and expense controls.
• The ongoing training of your salespeople.
• Understand our ideal customers and how they relate to our products.

Senior Sales Consultant | Customer Services at Palmier Developments (2016 – 2019-08)

Bachelor of Law in Law – Cairo University