Director of Customer Service

Talents Tide; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading real estate firm in Dubai seeks a Director – Customer Care to enhance service operations and ensure exceptional customer experiences. The role requires expertise in customer satisfaction strategies and management, emphasizing leadership and collaboration across departments. Candidates should possess 8-10 years in customer-related fields, with at least 5 years in a leadership position. Key requirements include a relevant bachelor's degree, leadership skills, and proficiency in CRM systems. This position offers a unique opportunity to drive service excellence.

Qualifications

• 8-10 years of experience in customer service, CRM, sales, or marketing.
• Minimum 5 years in a leadership role.
• Certifications such as CCXP, CRM, or CCSP are an advantage.

Responsibilities

• Lead and oversee end-to-end Customer Care operations.
• Act as the primary contact between customers and internal stakeholders.
• Design and implement efficient workflows to improve service quality.
• Develop customer experience improvement strategies based on customer insights.
• Monitor service volumes, KPIs, and customer feedback.

Skills

Leadership and stakeholder management

Customer experience strategies

Analytical and problem-solving abilities

CRM systems proficiency

Fluent in English

Arabic is an advantage

Education

Bachelor’s degree in Business, Marketing, or Communication Management

Master’s degree (preferred)

Tools

CRM systems

MS Office

Customer engagement platforms

Job description

Job Title

Director – Customer Care (BTS)

Location

Dubai, UAE

Division

Commercial- Real Estate

Department

Customer Care

Job Purpose

We are seeking an experienced Director – Customer Care (Built-to-Sell) to lead and continuously enhance customer service operations, ensuring exceptional customer experience across the BTS lifecycle. The role focuses on driving customer satisfaction, loyalty, and retention through operational excellence, data‑driven strategies, and cross‑functional collaboration.

Key Responsibilities

• Lead and oversee end‑to‑end Customer Care operations, including after‑sales, sales operations, handover, and beneficial occupation processes.
• సమస్య Act as the primary disrespectful between customers and internal stakeholders, ensuring effective issue resolution in line with governance frameworks and DOA.
• Design and implement efficient workflows to improve service quality, NPS, CSAT, and overall customer metrics.
• Develop and execute customer experience improvement strategies using insights from Voice of Customer, Voice of Associate, and business intelligence.
• Monitor service volumes, KPIs, and customer feedback to optimize resource allocation and operational standards.
• Implement customer service policies, systems, and procedures aligned with agreed SLAs and risk standards.
• Drive פֿל complaint management, ensuring timely, accurate resolution and feedback coordination with relevant departments.
• Lead service quality audits, identify gaps, and implement corrective action plans.
• Oversee pre‑and post‑handover customer engagement across communities and projects.
• Prepare and present monthly customer care reports, analytics, trends, and performance insights to senior leadership.
• Collaborate closely with senior leaders to ensure customer management strategies align with overall business objectives.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Customer Query Resolution & Turnaround Time
• Customer Service Quality Metrics

Qualifications & Experience

• Bachelor’s degree in Business, Marketing, or Communication Management (Master’s preferred).
• Certifications such as CCXP, CRM, or CCSP are an advantage.
• 8–10 years of experience in customer service, CRM, sales, or marketing, with minimum 5 years in a leadership role.

Skills & Competencies

• Strong leadership and stakeholder management skills
• Proven ability to develop and implement customer experience strategies
• Excellent analytical,首页, and problem-solving abilities
• Proficiency in CRM systems, MS Office, and customer engagement platforms
• Ability to perform in high SERIAL, deadline‑driven environments
• Fluent in English; Arabic is an advantage

Core Competencies

• Execution & Delivery
• Accountability
• Teamwork & Collaboration
• Effective Communication
• Innovation
• Customer Service Orientation