Assistant Manager - Service Excellence - Dubai Holding Community Management

Dubai Holding; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

Dubai Holding seeks an Assistant Manager for Service Excellence to enhance customer experience in community management. The role encompasses developing strategies, managing feedback, and ensuring high-quality service delivery across various communities in Dubai. Ideal candidates will have a strong background in customer service and a relevant degree.

Benefits

Comprehensive benefits package

Career development opportunities

Collaborative work environment

Qualifications

• Minimum of 5-7 years of experience in customer service or customer experience management.
• Strong understanding of customer service principles and techniques.

Responsibilities

• Support the development of the customer experience strategy.
• Manage customer feedback channels and ensure timely responses.
• Analyze customer feedback to improve service delivery.

Skills

Communication

Interpersonal Skills

Stakeholder Management

Customer Service Principles

Education

Bachelor’s degree in business administration, Hospitality Management, or a related field

Tools

Customer Relationship Management (CRM) Systems

Data Analysis Tools

Job description

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

About the Role:

The Assistant Manager - Service Excellence is responsible for supporting the development and implementation of strategies and initiatives to enhance customer experience and engagement across Dubai Holding Community Management. This role focuses on driving service excellence, managing customer feedback, and ensuring the delivery of high-quality services to community residents.

The main duties and responsibilities of this role:

• Support the development and implementation of the customer experience strategy for Dubai Holding Community Management.
• Manage customer feedback channels, including surveys, online platforms, and social media, and ensure timely and appropriate responses.
• Monitor and report on key customer service metrics, including customer satisfaction scores, response times, and resolution rates.
• Collaborate with internal stakeholders, including operations, property management, and marketing teams, to ensure alignment of service delivery with customer expectations.
• Ensure compliance with relevant regulations and industry best practices.
• Manage the budget for service excellence initiatives and ensure cost-effective delivery of services.
• Analyze customer feedback, identify trends, and develop solutions to improve service delivery and customer satisfaction.
• Investigate and resolve complex customer complaints and issues, ensuring timely and effective resolution.
• Evaluate existing service processes and identify areas for improvement and optimization.
• Develop and implement service standards, policies, and procedures to ensure consistent service delivery across all touchpoints.
• Monitor service performance metrics, identify areas of underperformance, and develop action plans to address them.
• Conduct regular customer satisfaction surveys and analyze results to identify areas for improvement.
• Develop and deliver training programs for staff on customer service standards and best practices.
• Stay up-to-date on industry trends and best practices in customer experience management.
• Prepare regular reports on customer service performance and initiatives.
• Perform other duties as assigned by the Customer Experience & Engagement Director.

About you:

The ideal candidate will have the below qualifications and experience:

• Bachelor’s degree in business administration, Hospitality Management, or a related field.
• Minimum of 5-7 years of experience in customer service, service excellence, or customer experience management, preferably in the real estate or property management industry.
• Strong understanding of customer service principles, practices, and techniques.
• Excellent communication, interpersonal, and stakeholder management skills.
• Proficiency in customer relationship management (CRM) systems and data analysis tools.
• Knowledge of the real estate industry, community management, and relevant regulations is preferred.

About Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.