Customer Excellence Officer
Location: Dubai, UAE
Contractual: 6 - 12 months (Extendable)
Working Hours: 9 hours per shift, 5 days per week | Rotational Shifts (Morning & Night)
Experience: 3–8 Years
Monthly Salary: AED 5,000–6,000
Job Summary
Our client, a leading property management company in Dubai, is looking for a Customer Excellence Officer to join their team. The role will be responsible for handling customer and resident interactions across calls, live chats, and email, ensuring timely resolutions and a high level of customer satisfaction.
Key Responsibilities
- Handle customer and resident calls, live chats, emails, and service requests professionally and efficiently.
- Aim to achieve First Call/Contact Resolution (FCR) wherever possible.
- Manage customer requests related to work permits, move-in/move-out coordination, NOCs, and Owners' Association services.
- Provide accurate information regarding properties, community facilities, services, and procedures.
- Assist customers with online platforms/portals and resolve basic technical issues.
- Coordinate with relevant departments to ensure timely resolution of complaints and service requests.
- Maintain accurate records of customer interactions and requests within CRM/ticketing systems.
- Monitor customer feedback, identify recurring issues, and support continuous service improvement.
- Support customer satisfaction surveys and customer engagement initiatives.
- Escalate complex or unresolved matters to the relevant manager or department.
- Ensure a consistently high standard of customer service and service excellence.
Requirements
- Bachelor's degree in Business Administration, Engineering, or a related field.
- Experience in customer service, customer experience, contact centre, property management, or a similar environment.
- Excellent verbal and written communication skills.
- Strong analytical, problem-solving, and organisational skills.
- Ability to manage multiple customer requests/tickets simultaneously.
- Experience using CRM, ticketing systems, or customer service platforms.
- Strong attention to detail and a customer-focused approach.
- Ability to adapt to rotational shifts and a fast-paced operational environment.
- UAE experience is preferred.
Key Skills
Customer Service | Customer Experience | CRM | Ticket Management | FCR | Complaint Handling | Customer Satisfaction | Property Management | Communication | Problem Solving | Service Excellence
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