Senior Customer Engagement Lead

Dubai Holding; United Arab Emirates; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation

Career development

Collaborative work environment

Job summary

Dubai Holding Community Management (DHCM) is seeking a Senior Executive – Customer Engagement to build lasting relationships with residents and oversee day-to-day customer centre operations. You will support team performance, manage escalations, and drive service quality across walk-in and digital touchpoints to promote a positive brand image with professionalism and care.

The role requires a Bachelor’s degree in business or communications and 2–3 years in customer-facing roles, with proven

Qualifications

• Bachelor’s degree in business/communications.
• 2–3 years in customer service/engagement roles.
• Experience resolving complex issues and high-priority escalations.
• Experience supervising teams and coaching.
• Strong understanding of CS principles, SLA, and QA.
• Proficient in CRM and omni-channel tools.
• Ability to analyze CS metrics (CSAT, FCR, AHT).

Responsibilities

• Act as a key contact for residents and build strong relationships.
• Resolve enquiries, complaints, and service requests efficiently.
• Oversee daily customer centre operations and staffing.
• Conduct regular coaching and performance reviews.
• Enforce quality standards across voice and written interactions.
• Manage escalations and document root causes.
• Analyze service delivery processes and suggest improvements.
• Prepare daily/weekly/monthly performance reports.

Skills

Customer service

Team supervision

CRM systems

Quality assurance

Communication skills

Coaching

Omni-channel

Education

Bachelor’s degree in Business Administration or Communications

Tools

CRM software

Knowledge base

Omni-channel platforms

Job description

Dubai Holding Community Management (DHCM) is seeking a Senior Executive – Customer Engagement to build lasting relationships with residents and oversee day-to-day customer centre operations. You will support team performance, manage escalations, and drive service quality across walk-in and digital touchpoints to promote a positive brand image with professionalism and care.

The role requires a Bachelor’s degree in business or communications and 2–3 years in customer-facing roles, with proven