Director of Customer Service

Hire Rightt - Executive Search & HR Advisory; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading executive search firm is seeking a Director - Customer Service in Dubai. This role involves leading the customer experience strategy for a property development company to ensure excellent service for buyers, tenants, and investors. Responsibilities include managing customer service teams, overseeing property communication, and handling complaints. Ideal candidates should have leadership experience in customer service within the real estate sector and a relevant degree. Competitive remuneration and growth opportunities are offered.

Qualifications

• Proven leadership in customer service or after-sales management.
• Strong background in master developers preferred.
• Understanding of property handover processes is vital.

Responsibilities

• Develop and implement a customer service strategy.
• Manage customer service and aftercare teams.
• Oversee communication with property buyers and tenants.
• Handle warranty issues and maintenance requests.
• Track customer satisfaction metrics and improve processes.

Skills

Leadership in customer service

Knowledge of property handover processes

Defect management

Experience in real estate sectors

Education

Degree in Business, Real Estate, or Construction Management

Job description

Director - Customer Service ( Real Estates & Property )

The Ideal candidate will responsible for leading the customer experience strategy for a property development company. They ensure buyers, tenants, and investors receive excellent service throughout the property purchase, handover, and post-completion phases.

Key Responsibilities

• Develop and implement a comprehensive customer service strategy aligned with the company’s brand and development standards.
• Lead, train, and manage the customer service and aftercare teams (e.g., customer relations officers, maintenance coordinators, etc.).
• Oversee all communication with property buyers and tenants from contract signing to handover and defect resolution.
• Manage warranty issues, snagging, and maintenance requests in coordination with construction and facilities teams.
• Track customer satisfaction metrics, analyze feedback, and implement improvements.
• Work closely with sales, construction, design, and facilities management teams to ensure smooth delivery of homes and projects.
• Manage escalated complaints professionally, ensuring timely and satisfactory resolution.

Skills & Qualifications

• Proven leadership in customer service or after-sales management (ideally within property, construction, or real estate sectors).
• Ideally candidates preferred with strong backgrounds in master developers
• Strong knowledge of property handover processes and defect management.
• Degree in Business, Real Estate, Construction Management, or a related field (MBA preferred).