Lead - Customer Experience & Engagement (Outsourced) - Real Estate background

Qatari Diar; Doha; On-site; QAR 180,000 - 300,000; Full time

Job summary

Qatari Diar seeks a Lead, Customer Experience and Engagement to oversee customer service delivery across its portfolio. The role focuses on elevating customer satisfaction, driving engagement across segments, and implementing efficiency initiatives. A strong background in real estate and outsourced services is preferred.

The candidate will manage interactions, engage residents, coordinate with stakeholders, and oversee quality assurance processes. Proficiency in English and Arabic is desirable.

Qualifications

• Locally available in Qatar with valid QID.
• Bachelor's degree in business administration, Customer Relations or related field.
• 7+ years of experience in customer service, community engagement or related field.
• Experience in GCC region.

Responsibilities

• Supervise customer service operations and address complex inquiries or escalations.
• Act as a point of contact for residents regarding community-related issues and organize initiatives.
• Coordinate with landowners, regulatory bodies, and city service providers to align expectations and service delivery.
• Monitor service metrics, analyze trends, and recommend process improvements.
• Support development and implementation of crisis management plans and coordinate with emergency services.

Education

Bachelor's degree in business administration, Customer Relations or related field

Tools

MS Office

CRM tools

Job description

We are currently hiring for a professional Customer Experience professional with Real Estate background, as an outsourced resource.

About the Role

The Lead, Customer Experience and Engagement would be supporting in managing and enhancing all aspects of customer service delivery across Qatari Diar portfolio. The Lead should ensure consistent excellence in customer interactions, fostering engagement between all customer segments and services, and overseeing implementation of initiatives to elevate customer satisfaction and operational efficiency.

Responsibilities

Customer Interaction

• Supervise customer service operations and address complex inquiries or escalations.
• Ensure customer interactions align with service standards and organizational values.
• Assist in the development and implementation of customer service policies and procedures.

Resident Engagement

• Act as a point of contact for residents regarding community-related issues.
• Organize community meetings and initiatives to strengthen resident relationships.
• Support the resolution of resident concerns in collaboration with other departments.

Stakeholder Collaboration

• Coordinate with landowners, regulatory bodies, and city service providers to ensure alignment on customer expectations and service delivery.
• Build partnerships with internal teams and external agencies to improve service efficiency.

Operational Oversight

• Monitor service metrics, analyze trends, and recommend process improvements.
• Support the development of quality assurance processes and procedures, innovative tools, and systems for effective service management.

Crisis Management

• Support the development and implementation of crisis management plan to handle emergencies and unexpected situations.
• Coordinate with emergency services and other relevant departments during crisis.

Qualifications

• Locally available in Qatar with valid QID.
• Bachelor's degree in business administration, Customer Relations or related field.
• Should have 7+ years of experience in customer service, community engagement or related field.
• Should have experience in GCC region.

Required Skills

• Proficiency in MS Office and CRM tools.
• Proficient in speaking in English and Arabic.