Customer Care Executive

iFM Facilities Management L.L.C; Abu Dhabi Emirate; On-site; AED 67,000 - 100,000; Full time

Job summary

iFM Facilities Management L.L.C in Abu Dhabi seeks a proactive Customer Care Executive to manage client communications, service requests, complaints, and satisfaction within FM operations. You will be the main point of contact for tenants, residents, clients and internal teams, ensuring timely resolution of maintenance requests and delivering an exceptional customer experience.

The role requires coordinating with maintenance, vendors, and internal departments, logging requests in CAFM systems,

Qualifications

• Bachelor's degree or diploma in Business Administration, Customer Service, Hospitality, or related field.
• 2–4 years of experience in customer service, helpdesk, call center, or facilities management.
• Familiarity with CAFM systems, CRM platforms, or helpdesk software is an advantage.
• Proficiency in Microsoft Office applications (Excel, Word, Outlook).

Responsibilities

• Serve as the first point of contact for inquiries, complaints, and service requests via phone, email, WhatsApp, and portals.
• Log, track, and assign maintenance requests through the CAFM/helpdesk system.
• Coordinate with operations, technical teams, housekeeping, and subcontractors to meet SLAs.
• Follow up on open tickets and ensure timely closure within agreed service levels.
• Handle complaints professionally and escalate when needed.
• Maintain accurate records of interactions, complaints, and resolutions.
• Prepare daily, weekly, and monthly customer service reports.
• Monitor status and communicate updates to clients and residents.
• Support customer surveys and track feedback for improvements.
• Coordinate emergency and urgent maintenance with relevant teams.
• Ensure compliance with company standards and FM procedures.
• Assist in contract mobilization activities and customer onboarding when required.

Skills

Customer service

Communication

Time management

Organizational skills

Education

Bachelor's degree or diploma in related field

Tools

CAFM systems

CRM platforms

Helpdesk software

Microsoft Office

Job description

We are seeking a proactive and customer-focused Customer Care Executive to manage client communications, service requests, complaints, and customer satisfaction within our Facilities Management operations. The ideal candidate will act as the primary point of contact for tenants, residents, clients, and internal departments, ensuring timely resolution of maintenance requests and delivering an exceptional customer experience.

Key Responsibilities

• Serve as the first point of contact for customer inquiries, complaints, and service requests through phone, email, WhatsApp, and customer portals.
• Log, track, and assign maintenance requests through the CAFM/helpdesk system.
• Coordinate with operations, technical teams, housekeeping, and subcontractors to ensure timely completion of service requests.
• Follow up with customers on open tickets and ensure closure within agreed service levels (SLAs).
• Handle customer complaints professionally and escalation matters when necessary.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Prepare daily, weekly, and monthly customer service reports.
• Monitor service request status and communicate updates to clients and residents.
• Support customer satisfaction surveys and track feedback for continuous improvement.
• Coordinate emergency and urgent maintenance requests with relevant teams.
• Ensure compliance with company customer service standards and FM procedures.
• Assist in contract mobilization activities and customer onboarding when required.

Qualifications

• Bachelor's Degree or Diploma in Business Administration, Customer Service, Hospitality, or a related field.
• Minimum 2-4 years of experience in customer service, helpdesk, call center, or facilities management.
• Experience working in the Facilities Management, Property Management, Hospitality, or Real Estate sector is preferred.
• Familiarity with CAFM systems, CRM platforms, or Helpdesk software is an advantage.
• Proficiency in Microsoft Office applications (Excel, Word, Outlook).