Team Leader - Customer Experience

Bloom Holding; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading company in Abu Dhabi is seeking a Team Leader for Customer Experience to oversee a premium onboarding journey for clients. The role includes managing a team, ensuring SLA compliance, and acting as an escalation point for customer support. Ideal candidates hold a relevant Bachelor's degree and have significant experience in client services within real estate or hospitality sectors.

Qualifications

• Minimum 4 years in client-facing roles, aimed at real estate or hospitality.
• At least 2 years in supervisory roles.
• Bilingual in English and Arabic preferred.

Responsibilities

• Manage the end-to-end onboarding experience for clients.
• Supervise team performance and facilitate escalated issues.
• Coordinate between sales, legal, and finance.

Skills

Client Satisfaction

Operational Efficiency

Team Leadership

Communication

Problem Solving

Education

Bachelor’s degree in business administration, Customer Service, Real Estate

Tools

Salesforce CRM

Job description

Job Purpose:

The Team Leader - Customer Experience is responsible for managing a team of associates delivering a premium, end-to-end onboarding experience to prospective buyers. This role ensures that clients are greeted, educated on the project, guided through the sales and registration process, and regularly updated throughout all milestones. The Team Leader personally handles escalated issues, oversees performance, ensures SLA compliance, and leads with a strong service mindset. This role bridges client satisfaction, operational efficiency, and team performance while coordinating with financial and governmental stakeholders such as banks and ADHA.

Job Responsibilities:

• Oversee and guide the welcome and briefing process for new prospects.
• Support the team in conducting tours of mock-up villas and explaining project features.
• Step in personally for VIPs or complex clients to ensure superior experience.
• Supervise the client’s journey from expression of interest to SPA signing and full registration.
• Ensure the team collects all required payments and documentation per process.
• Verifies all transactions made by the team.
• Maintain visibility and accountability for accuracy of Salesforce updates and record management.
• Guide and support the team in coordinating with:
• Mortgaging banks for loan approvals and documentation.
• Abu Dhabi Housing Authority (ADHA) on prospect status updates and eligibility checks.
• Resolve internal coordination gaps between sales, legal, and finance were needed.
• Attend meetings with the authorities when/if required.
• Monitor the service request dashboard and ensure that all cases are progressing as per SLA.
• Review pending requests daily and assign follow-ups or flag delays.
• Analyze trends or recurring issues and take preventive actions.
• Act as the primary escalation point for customer complaints or issues beyond the associate level.
• Meet with dissatisfied clients and resolve concerns professionally and efficiently.
• Ensure closure is documented and communicated internally for learning and process improvement.
• Act as the primary escalation point for customer complaints or issues beyond the associate level.
• Meet with dissatisfied clients and resolve concerns professionally and efficiently.
• Ensure closure is documented and communicated internally for learning and process improvement.

Qualification and Experience:

• Bachelor’s degree in business administration, Customer Service, Real Estate, or related field
• Min 4 years of experience in client-facing roles within real estate, hospitality, or premium services
• At least 2 years of experience in a team-leading or supervisory role
• Familiarity with Salesforce CRM and government housing authority processes (ADHA) preferred
• Bilingual (English & Arabic)