Head of Customer Service

Tanami Properties; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading real estate brokerage in Dubai is seeking an experienced Head of Customer Service to enhance the client experience across its operations. The successful candidate will lead the customer service function, implement strategies, and ensure client satisfaction while complying with local regulations. This role offers a competitive salary, dynamic work environment, and opportunities for career growth in the Dubai real estate market.

Benefits

Competitive salary package

Opportunity to lead a key function

Professional working environment

Career growth and leadership exposure

Qualifications

• Proven experience in Dubai real estate brokerage or in Developer.
• Strong understanding of RERA/DLD regulations and transaction processes.
• Excellent leadership, communication, and problem-solving skills.

Responsibilities

• Lead and manage the customer service function across sales, leasing, and after-sales operations.
• Develop and implement customer service strategies, KPIs, and service standards.
• Ensure a seamless and premium client experience at all touchpoints.
• Handle and resolve escalated client issues and complex cases professionally.
• Collaborate closely with brokers, sales managers, developers, and operations teams.
• Oversee CRM usage, client communications, documentation, and follow-ups.
• Monitor customer satisfaction, reviews, and feedback, driving continuous improvement.
• Ensure full compliance with RERA, DLD, and UAE real estate regulations.
• Train and mentor the customer service team and support brokers with client service best practices.

Skills

Leadership skills

Problem-solving skills

Communication skills

Job description

We are seeking an experienced Head of Customer Service to lead and elevate the client experience across our real estate brokerage operations in Dubai.

The ideal candidate is a strong leader with deep knowledge of the Dubai real estate market, a passion for customer excellence, and the ability to build scalable service processes that support business growth.

Key Responsibilities

• Lead and manage the customer service function across sales, leasing, and after-sales operations
• Develop and implement customer service strategies, KPIs, and service standards
• Ensure a seamless and premium client experience at all touchpoints
• Handle and resolve escalated client issues and complex cases professionally
• Collaborate closely with brokers, sales managers, developers, and operations teams
• Oversee CRM usage, client communications, documentation, and follow-ups
• Monitor customer satisfaction, reviews, and feedback, driving continuous improvement
• Ensure full compliance with RERA, DLD, and UAE real estate regulations
• Train and mentor the customer service team and support brokers with client service best practices

Requirements

• Proven experience in Dubai real estate brokerage or in Developer
• Strong understanding of RERA/DLD regulations and transaction processes
• Excellent leadership, communication, and problem-solving skills

Benefits

• Competitive salary package
• Opportunity to lead a key function in a growing real estate brokerage
• Professional and dynamic working environment
• Career growth and leadership exposure in the Dubai real estate market