Roles & Responsibilities

Customer Excellence Officer

Location: Dubai, UAE

Employment Type: Full-time | On-site

Working Hours: 9 hours per shift, 5 days per week | Rotational Shifts

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 organizational 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 work independently and as part of a team in a rotational shift environment.