Customer Experience Officer

Nathan & Nathan Human Resources; Dubai; On-site; AED 56,000 - 67,000; Full time

Job summary

Nathan & Nathan Human Resources represents a leading property management client in Dubai seeking a Customer Excellence Officer to handle customer and resident interactions across calls, live chats, and email, ensuring timely resolutions and high customer satisfaction.

You will work on rotating shifts (morning/night), support work-permit coordination, NOCs, and HOA services, and maintain CRM records while driving service excellence in a fast-paced environment.

Qualifications

• Bachelor's degree in Business Administration, Engineering, or related field.
• Experience in customer service, customer experience, contact centre, property management, or similar environment.
• Excellent verbal and written communication skills.
• Strong analytical, problem-solving, and organisational skills.
• Ability to manage multiple customer requests/tickets simultaneously.
• Experience using CRM, ticketing systems, or customer service platforms.

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

Problem Solving

Communication

Organisational Skills

Education

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

Tools

CRM

Ticketing Systems

Job description

Customer Excellence Officer

Location: Dubai, UAE

Contractual: 6 - 12 months (Extendable)

Working Hours: 9 hours per shift, 5 days per week | Rotational Shifts (Morning & Night)

Experience: 3–8 Years

Monthly Salary: AED 5,000–6,000

Job Summary

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 organisational 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 adapt to rotational shifts and a fast-paced operational 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