Executive - Customer Experience & Engagement (UAEN) - Dubai Holding Community Management

About Dubai Holding Community Management:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

About the Role:

To act as the main interface for all customer related queries, requests, complaints and feedback and ensure communication and responses to all customers is clear, correct, timely and articulate. Responsible for managing and overseeing all aspects of customer service within the community and work closely with residents, homeowners, and other stakeholders to ensure their needs are met.

The main duties and responsibilities of this role:

• Responsible for responding to all queries, requests, complaints and feedback from residents, tenants and occupants
• Act as a direct point of contact for customers and assisting customers with their queries, feedback 
• and complaints through telephone calls, emails and for customer walk-ins for the entire zone.
• Identify customer needs, clarify information, and provide solutions and/or alternatives.
• Monitor and manage all zone related calls and emails efficiently within the required timeframe.
• Maintain knowledge and updates on the zone communities.
• Coordinate and consolidate communication from various internal teams to get the right responses to customers within the time frame. 
• Maintain online/electronic updates and documents and raise necessary workflows as per the established process and agreed timeline. 
• Insure to obtain the customer satisfaction and NPS survey for walk-in customer. 
• Insure to handle all the tasks with the given SLA and timeline. 
• Provide suggestions and input that can improve procedures and customer service. 
• Participate in events and residents focus groups and activities to foster a sense of community within the residential community.
• Collaborate with other departments to ensure effective communication and resolution of issues. 
• Manage customer feedback and complaints, and work with other departments to resolve issues in a timely and effective manner. 
• Develop and maintain relationships with residents, homeowners, and other stakeholders to ensure their needs are met and concerns are addressed. 
• Analyze customer service data to identify trends and opportunities for improvement

About you:

The ideal candidate will have the below qualifications and experience:

• Diploma in business or related field (Bachelor's degree preferred) 
• 3+ years of experience in customer service or related field (preferably in a community management or real estate industry) 
• Strong communication and interpersonal skills (Arabic and English) 
• Excellent problem-solving and decision-making abilities 
• Strong organizational and time-management skills 
• Knowledge of customer service principles and practices 
• Ability to work well in a team environment. 
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint (preferable CRM systems like Oracle, Sales Force or Strata systems)

About Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.