Principal Customers relations officer

Tanqeeb; Abu Dhabi; On-site; AED 279,000 - 446,000; Full time

Job summary

Dubai Municipality invites applications for a Senior Administrative Analyst to lead studies evaluating service performance, measure customer experience, and report findings with improvement opportunities aligned to the department’s highest service standards.

The role includes benchmarking against best practices, maintaining customer segment databases, updating happiness standards, and coordinating improvement actions across units.

Qualifications

• Bachelor's Degree in Administrative Sciences or Public Relations.
• Minimum 6 years of relevant experience.

Responsibilities

• Prepare specialized studies to evaluate customer service performance and satisfaction.
• Benchmark against best practices and monitor outputs supporting the section’s activities.
• Analyze Instant Happiness Index results and implement necessary improvements.
• Develop mechanisms to identify and categorize customer segments and maintain comprehensive databases.
• Update customer happiness standards and ensure compliance across service channels.
• Evaluate service performance and identify key improvement opportunities based on study outcomes.

Education

Bachelor's Degree

Job description

Job description

• Prepare specialized studies aimed at evaluating the performance of services provided to the department’s customers by identifying their level of satisfaction and experience in receiving such services and submit the results of these studies along with the challenges facing service delivery and the proposed improvement opportunities in accordance with the highest possible service standards.
• Conduct benchmarking against best practices, institutional assessment outcomes, and the institutional strategic plan, and update, monitor, implement, and measure the outputs of institutional methodologies, systems, and indicators that support the section’s activities and responsibilities.
• Analyze and monitor the results of the Instant Happiness Index and develop and implement the necessary improvement actions in coordination with the relevant organizational units, and prepare the related periodic reports.
• Develop appropriate mechanisms for classifying and identifying the municipality’s customer segments, determine the characteristics of these segments, and maintain comprehensive databases covering all customer categories and their characteristics, in coordination with the relevant organizational units.
• Update customer happiness standards in accordance with international best practices and ensure that all Dubai Municipality service channels and frontline employees comply with these standards.
• Evaluate service performance by preparing detailed studies to analyze the customer experience while receiving services, identify the key challenges faced by customers, and determine the main improvement opportunities based on the study outcomes
• Qualification: Bachelor's Degree
• Major: Administrative Sciences, Public Relations
• Experience: 6 Years and Above