Senior Associate - Customer Relations

Majid Al Futtaim; Dubai; On-site; AED 134,000 - 179,000; Full time

Job summary

Majid Al Futtaim in Dubai, UAE is seeking a Senior Associate in Customer Relations to manage post-handover customer issues, coordinate with contractors, and maintain high service standards within real estate operations.

The role focuses on defect resolution, timely updates to clients, and data-driven reporting on SLA performance. English fluency is required; Arabic knowledge is a plus, and a Bachelor’s degree with 2–3 years of service experience is preferred.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Construction Management, or related field.
• 2–3 years of experience in customer service, preferably in real estate or construction.
• Understanding of defect management processes and property handover standards.
• Strong communication and problem-solving abilities.
• Ability to handle multiple cases and work under pressure.

Responsibilities

• Be the main contact for customers reporting post-handover issues.
• Manage defect-related cases from reporting to resolution within timelines.
• Coordinate site inspections with internal teams and contractors.
• Monitor progress and follow up until case closure.
• Prepare reports on SLA compliance and recurring issues.
• Support continuous improvement of customer service processes.

Skills

CRM systems

Defect tracking

Case management

Property/Construction knowledge

SLA monitoring

MS Office

Stakeholder coordination

Communication

Problem solving

Education

Bachelor's in Business Administration

Bachelor's in Engineering

Bachelor's in Construction Management

Tools

Microsoft Office

Job description

Job Overview

Senior Associate - Customer Relations role in Dubai UAE real estate industry is actively hiring for an Emirati talent focused on post-handover customer support, defect resolution, and client satisfaction management.

Location: Dubai, UAE

Industry: Real Estate

Job Type: Full-time

Salary: 12,000-16,000 AED (estimated)

Candidate Nationality: UAE National

Role Context

This role ensures smooth handling of post-handover property issues during the Defects Liability Period by managing customer cases, coordinating with contractors, and maintaining service standards. It directly impacts customer satisfaction, brand reputation, and operational efficiency within property management and development services.

Key Responsibilities

• Act as the main point of contact for customers reporting post-handover property issues
• Manage defect-related cases from reporting to resolution within agreed timelines
• Conduct meetings with customers to understand concerns and provide clear updates
• Coordinate site inspections with internal teams and contractors to resolve issues
• Monitor case progress and ensure timely follow‑ups until closure
• Maintain accurate records of customer interactions and case updates
• Liaise between customer relations teams, contractors, and technical teams for issue resolution
• Prepare reports on performance, SLA compliance, and recurring issues
• Support continuous improvement of customer service processes and case handling

Ideal Profile

• Bachelor's degree in Business Administration, Engineering, Construction Management, or related field
• 2 to 3 years of experience in customer service, preferably within real estate or construction
• Understanding of defect management processes and property handover standards
• Strong communication and problem‑solving abilities
• Ability to handle multiple cases and work under pressure
• Customer‑focused mindset with attention to detail
• Fluency in English; Arabic language skills are an advantage

Skills Set

• Customer relationship management systems
• Defect tracking and case management
• Property and construction process understanding
• SLA monitoring and reporting
• Microsoft Office tools
• Communication and stakeholder coordination
• Problem‑solving and issue resolution

Why Join Us

• Opportunity to work in a leading real estate development environment in Dubai
• Exposure to large‑scale property projects and customer experience operations
• Growing demand for skilled customer relations professionals in real estate sector
• Structured career progression and professional development opportunities
• Collaborative work culture with focus on service excellence