Encargado de servicios de atención al cliente

About the role

Grupo Civica, a long‑standing developer and constructor of real‑estate projects in Guatemala, is looking for a Customer Service Manager to coordinate and ensure high‑quality, responsive support for users of its services. The role is full‑time, onsite, and focuses on delivering clear, timely solutions to inquiries, complaints and service requests.

Key responsibilities

• Manage incoming calls, emails and in‑person visits, providing accurate information and resolving issues.
• Maintain up‑to‑date records of interactions and report significant incidents to operations and management.
• Collaborate with other departments to improve customer satisfaction and suggest process enhancements.
• Track the progress of each request until resolution and ensure follow‑up communication.

Required profile

• Strong interpersonal skills with the ability to build trust with clients and internal teams.
• Customer‑oriented mindset and experience in service or support roles.
• Clear oral and written communication for effective incident handling.
• Previous experience in customer service, preferably in construction or real‑estate services.
• Organised, able to work under pressure and willing to learn internal processes.

Required skills

• Basic proficiency with office software (e.g., Microsoft Office suite).

What we offer

• Professional growth within a stable, dynamic company.
• Team‑oriented environment with a focus on quality and excellence.