Director, Customer Service Excellence

Qatari Diar; Doha; On-site; QAR 260,000 - 420,000; Full time

Job summary

Qatari Diar in Doha, Qatar, is seeking a Customer Service Leader to oversee daily operations of the Customer Service Excellence department, delivering exceptional service and driving KPI performance aligned with corporate goals.

You will define standards, design policies across touchpoints, build real-time KPI dashboards, manage escalations, post-sales handovers, and collaborate with Sales, Construction and Marketing to continuously brighten the customer experience and protect the brand.

Qualifications

• Bachelor's degree in business administration, Engineering, Science or equivalent; MBA in Marketing or equivalent.
• 15+ years of experience in customer service with Real estate background in GCC/Qatar market.
• Leadership position for min. 5+ years.
• Strong knowledge of customer lifecycle management and customer experience.

Responsibilities

• Lead daily operations of the Customer Service Excellence department.
• Define and implement customer service standards aligned with benchmarks.
• Develop advanced KPI dashboards to monitor real-time metrics and insights.
• Forecast and mitigate risks, manage escalations, and resolve issues.
• Lead post-sales handovers, warranties, and maintenance management.
• Collaborate with sales, construction and marketing to address recurring issues.
• Ensure compliance with industry regulations and company policies.
• Oversee talent management and training within the department.

Skills

Leadership

Customer lifecycle

Real estate experience

Education

Bachelor's + MBA

MBA in Marketing

Job description

We, at Qatari Diar, are looking for an exceptional Customer Service Leader who will be leading daily operations of Customer Service Excellence department by ensuring exceptional customer service delivery, implementing innovative strategies to enhance customer satisfaction, and achieving measurable KPIs aligned with organizational goals.

Responsibilities

Customer Relationship Management

• Manage client satisfaction, oversee customer interactions, and ensure a high-quality post-purchase experience.
• Establish and maintain long-term client relationship by implementing personalized engagement strategies throughout the property purchase and ownership lifecycle.
• Control escalations and ensure complex customer issues are promptly resolved.

Customer Service Strategy and Standards

• Define and implement customer service standards aligned with industry benchmarks to ensure seamless and consistent customer experience across all touchpoints.
• Design policies that ensure a consistent, positive customer experience across all touchpoints.

Reporting and KPI Management

• Develop advanced Key Performance Indicator (KPI) dashboards to monitor real-time metrics on customer satisfaction, response times, resolution rates and identify actionable insights for continuous improvements.
• Utilize advanced data analytics to prepare insightful reports for executive leadership, highlighting service trends, improvements, and strategic recommendations.

Complaint Resolution and Risk Management

• Establish an automated complaints resolution framework to track, analyze and resolve issues efficiently to reduce customer attrition and enhance loyalty.
• Forecast and mitigate potential risks that could negatively impact customer relations or brand reputation.
• Foster a positive experience that leads to customer loyalty, referrals, and an enhanced reputation for QD.

Post-Sales Support and Aftercare

• Lead post-sales operations by standardizing processes for final inspections, property handovers, warranty and maintenance management.
• Manage post-purchase inquiries efficiently to enhance customer satisfaction.

Feedback Collection and Continuous Improvement

• Implement structured customer feedback mechanism to identify service gaps and areas for improvement.
• Collaborate with other divisions/departments (e.g., sales, construction, and marketing) to address recurring issues and improve future developments.

Compliance and Regulatory Adherence

• Ensure strict adherence of customer service practices to relevant industry regulations and company policies.
• Continuously monitor updates in local and international real estate regulations, ensuring timely adjustment to policies and procedures to maintain full compliance and mitigate potential risks.

People & Talent

• Foster a high-performance culture aligned with business objectives by implementing robust talent management practices including performance of the Customer Service Excellence Department’s employees, workforce requirements, recruitment, training programs and talent development, in conjunction with the HR Department.

Qualifications

• Bachelor's degree in business administration, Engineering, Science or equivalent with MBA in Marketing or equivalent.

Required Skills

• 15+ years of experience in customer service with Real estate background in GCC/ Qatar market.
• Should be in a leadership position for min. 5+ years
• Good experience in customer life cycle management and customer experience.