Customer Care Executive
at
IFM Facilities Management LLC
Dubai, Abu Dhabi, United Arab Emirates
-
Full Time
Start Date
Immediate
Expiry Date
15 Nov, 26
Salary
0.0
Posted On
18 Aug, 26
Experience
0 year(s) or above
Remote Job
Yes
Telecommute
Yes
Sponsor Visa
Yes
Skills
Industry
Other / Unclassified
Description
We are seeking a proactive and customer-focused Customer Care Executive to manage client communications, service requests, complaints, and customer satisfaction within our Facilities Management operations. The ideal candidate will act as the primary point of contact for tenants, residents, clients, and internal departments, ensuring timely resolution of maintenance requests and delivering an exceptional customer experience.Key ResponsibilitiesServe as the first point of contact for customer inquiries, complaints, and service requests through phone, email, WhatsApp, and customer portals.
Log, track, and assign maintenance requests through the CAFM/helpdesk system.
Coordinate with operations, technical teams, housekeeping, and subcontractors to ensure timely completion of service requests.
Follow up with customers on open tickets and ensure closure within agreed service levels (SLAs).
Handle customer complaints professionally and escalate matters when necessary.
Maintain accurate records of customer interactions, complaints, and resolutions.
Prepare daily, weekly, and monthly customer service reports.
Monitor service request status and communicate updates to clients and residents.
Support customer satisfaction surveys and track feedback for continuous improvement.
Coordinate emergency and urgent maintenance requests with relevant teams.
Ensure compliance with company customer service standards and FM procedures.
Assist in contract mobilization activities and customer onboarding when required.
QualificationsBachelor's Degree or Diploma in Business Administration, Customer Service, Hospitality, or a related field.
Minimum 2-4 years of experience in customer service, helpdesk, call center, or facilities management.
Experience working in the Facilities Management, Property Management, Hospitality, or Real Estate sector is preferred.
Familiarity with CAFM systems, CRM platforms, or Helpdesk software is an advantage.
Proficiency in Microsoft Office applications (Excel, Word, Outlook).
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