Senior Customer Experience Leader

Dubai Holding; Dubai; Sur place; AED 120 000 - 180 000; Plein temps

Résumé du poste

Dubai Holding is hiring a Senior Executive – Customer Engagement to lead resident interactions across walk-in and digital touchpoints. You will oversee daily operations, manage escalations, and drive service quality while promoting a positive brand image and exceptional customer care.

The role requires a bachelor’s degree and 2–3 years in customer service or related roles, with strong CRM, QA, and coaching capabilities.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 2–3 years of experience in customer service or related role.
• Experience resolving complex customer issues and managing escalations.
• Experience supervising customer-facing teams and coaching.

Responsabilités

• Build strong relationships with residents and address enquiries promptly.
• Resolve enquiries, complaints, and service requests with timely follow-up.
• Oversee daily operations, staffing, and queues to meet SLAs.
• Coach and develop team members through regular reviews and training.
• Ensure quality across voice and written interactions and maintain brand voice.
• Handle escalations for high-priority cases and document root causes.
• Analyze processes to identify bottlenecks and improve efficiency.
• Prepare reports on satisfaction, FCR, AHT, waiting times, and quality scores.

Connaissances

Customer engagement

CRM systems

Quality assurance

Communication

Team coaching

Performance monitoring

Formation

Bachelor’s degree

Outils

CRM systems

Knowledge bases

Omni-channel platforms

Description du poste

Dubai Holding is hiring a Senior Executive – Customer Engagement to lead resident interactions across walk-in and digital touchpoints. You will oversee daily operations, manage escalations, and drive service quality while promoting a positive brand image and exceptional customer care.

The role requires a bachelor’s degree and 2–3 years in customer service or related roles, with strong CRM, QA, and coaching capabilities.