Director - Residential Customer Care - Dubai Holding Real Estate

Dubai Holding LLC; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading real estate company in Dubai seeks a Director for Residential Customer Care. The role involves overseeing customer service operations, managing after-sales processes, and developing strategies to enhance customer satisfaction. Ideal candidates should have a Bachelor's degree, 8-10 years in customer service leadership, and proficiency in MS Office and CRM systems. A comprehensive benefits package is offered.

Benefits

Competitive salary

Career development opportunities

Collaborative work environment

Qualifications

• 8-10 years of experience in customer service, CRM, sales or marketing, with 5 years in leadership roles.
• Proficiency in English and/or Arabic.
• Strong ability to resolve complaints and develop customer satisfaction strategies.

Responsibilities

• Oversee day-to-day operations of the customer service department.
• Manage customer service-related matters including after-sales and sales operations.
• Develop and implement strategies to improve customer satisfaction and loyalty.

Skills

Customer satisfaction strategies

Leadership

Analytical skills

Interpersonal skills

Education

Bachelor's degree in Business, Marketing or Communication Management

Master's degree

Tools

MS Office

CRM systems

Email marketing platforms

Job description

Dubai Holding’s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai’s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities, and family-focused facilities including community centres, mosques, schools, supermarkets, and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

About the Job :

An opportunity has arisen for a Director - Residential Customer Care to join Dubai Holding Real Estate. The main duties and responsibilities of this role include:

1. Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled in a timely and professional manner.
2. Manage all customer service-related matters including after-sales and sales operations as well as hand-over and beneficial occupation processes. Proactively address any community management challenges that may arise, ensuring effective resolution and customer satisfaction.
3. Create and implement efficient workflows that maximize efficiency and produce high levels of service quality and customer satisfaction, improving metrics such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction).
4. Develop and execute contact improvement strategies using data sources like Voice of Customer, Voice of Associate, and Business Intelligence to ensure qualitative processes aligned with business standards.
5. Monitor and measure service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation, while monitoring customer feedback and requests.
6. Act as the focal point of contact between company verticals and customers, providing support in clarifying queries and resolving issues in line with governance frameworks, policies, and procedures underpinned by DOA's (Delegation of Authority).
7. Develop and implement strategies to improve customer satisfaction, loyalty, and retention, including creating or updating training programs for customer service representatives.
8. Implement customer service policies, systems, initiatives, and procedures to deliver the customer care strategy and meet SLA targets.
9. Prepare feasibility studies and budgets, forecast revenues and profitability, and develop business plans accordingly.
10. Establish and foster excellent client relationships by proactively engaging with customers through various channels, ensuring prompt and effective responses.
11. Provide high-quality and consistent customer service addressing business needs and requirements, responding quickly and accurately to queries and issues.
12. Follow up on complaints with relevant departments and provide timely, professional feedback and resolutions.
13. Conduct service quality audits, analyze data, and prepare reports with recommendations for improvements.
14. Ensure the team is updated with company products and services to provide accurate information.
15. Oversee pre- and post-handover activities, ensuring effective engagement with customers.
16. Prepare and present monthly customer care reports with operational insights.
17. Monitor and analyze customer data and trends to identify areas for improvement.
18. Collaborate with senior leaders to align customer management activities with company goals.

About you :

The ideal candidate will have:

• Bachelor's degree in Business, Marketing, or Communication Management; Master's preferred.
• Certifications such as CCXP, CRM, or CCSP are preferred.
• 8-10 years of experience in customer service, CRM, sales, or marketing, with at least 5 years in leadership roles.
• Proficiency in MS Office, CRM systems, social media, and email marketing platforms.
• Strong ability to resolve complaints and develop customer satisfaction strategies.
• Ability to work under pressure, motivate teams, and meet deadlines.
• Excellent analytical, interpersonal, and communication skills in English and/or Arabic.
• Proven success in developing and implementing customer management strategies.

About the Benefits :

Dubai Holding offers a comprehensive benefits package, including competitive salary, career development opportunities, and a collaborative work environment. We are committed to building a connected city for tomorrow and attracting innovative talent.

Seniority level: Director

Employment type: Full-time

Job function: Customer Service