Customer Excellence Officer

DYNAMIC EMPLOYMENT SERVICES L.L.C; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

Tanqeeb in Dubai, UAE is seeking a Customer Excellence Officer to handle customer and resident interactions across calls, live chats, and email, ensuring timely resolutions and high customer satisfaction.

The role requires a Bachelor’s degree in Business Administration, Engineering, or related field, plus experience in customer service, contact centre, or property management. Proficiency in English and Arabic is preferred; on-site work with rotational shifts is required.

Qualifications

• Bachelor's degree in Business Administration, Engineering, or a related field.
• Experience in customer service, customer experience, contact centre, property management, or a similar environment.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and organizational skills.
• Ability to manage multiple customer requests/tickets simultaneously.
• Experience using CRM, ticketing systems, or customer service platforms.
• Strong attention to detail and a customer-focused approach.
• Ability to work independently and as part of a team in a rotational shift environment.
• UAE experience is preferred.

Responsibilities

• Handle customer and resident calls, live chats, emails, and service requests professionally and efficiently.
• Aim to achieve First Call/Contact Resolution (FCR) wherever possible.
• Manage customer requests related to work permits, move-in/move-out coordination, NOCs, and Owners' Association services.
• Provide accurate information regarding properties, community facilities, services, and procedures.
• Assist customers with online platforms/portals and resolve basic technical issues.
• Coordinate with relevant departments to ensure timely resolution of complaints and service requests.
• Maintain accurate records of customer interactions and requests within CRM/ticketing systems.
• Monitor customer feedback, identify recurring issues, and support continuous service improvement.
• Support customer satisfaction surveys and customer engagement initiatives.
• Escalate complex or unresolved matters to the relevant manager or department.
• Ensure a consistently high standard of customer service and service excellence.

Skills

Customer service

Customer experience

CRM

Ticket management

FCR

Complaint handling

Customer satisfaction

Property management

Communication

Problem solving

Service excellence

Education

Bachelor's degree in Business Administration, Engineering, or related field

Tools

CRM

Ticketing systems

Job description

Customer Excellence Officer

Location: Dubai, UAE
Employment Type: Full-time | On-site
Working Hours: 9 hours per shift, 5 days per week | Rotational Shifts

Our client, a leading property management company in Dubai, is looking for a Customer Excellence Officer to join their team. The role will be responsible for handling customer and resident interactions across calls, live chats, and email, ensuring timely resolutions and a high level of customer satisfaction.

Key Responsibilities:

• Handle customer and resident calls, live chats, emails, and service requests professionally and efficiently.

• Aim to achieve First Call/Contact Resolution (FCR) wherever possible.

• Manage customer requests related to work permits, move-in/move-out coordination, NOCs, and Owners' Association services.

• Provide accurate information regarding properties, community facilities, services, and procedures.

• Assist customers with online platforms/portals and resolve basic technical issues.

• Coordinate with relevant departments to ensure timely resolution of complaints and service requests.

• Maintain accurate records of customer interactions and requests within CRM/ticketing systems.

• Monitor customer feedback, identify recurring issues, and support continuous service improvement.

• Support customer satisfaction surveys and customer engagement initiatives.

• Escalate complex or unresolved matters to the relevant manager or department.

• Ensure a consistently high standard of customer service and service excellence.

  
  

Requirements:

• Bachelor's degree in Business Administration, Engineering, or a related field.

• Experience in customer service, customer experience, contact centre, property management, or a similar environment.

• Excellent verbal and written communication skills.

• Strong analytical, problem-solving, and organizational skills.

• Ability to manage multiple customer requests/tickets simultaneously.

• Experience using CRM, ticketing systems, or customer service platforms.

• Strong attention to detail and a customer-focused approach.

• Ability to work independently and as part of a team in a rotational shift environment.

• UAE experience is preferred.

Key Skills:
Customer Service | Customer Experience | CRM | Ticket Management | FCR | Complaint Handling | Customer Satisfaction | Property Management | Communication | Problem Solving | Service Excellence

Desired Candidate Profile

• Bachelor's degree in Business Administration, Engineering, or a related field.

• Experience in customer service, customer experience, contact centre, property management, or a similar environment.

• Excellent verbal and written communication skills. Both English and Arabic.