Manager - Residential Customer Relations - Dubai Holding Real Estate

The job holder will be responsible for continuous enhancement of customer relations strategies by optimizing customer satisfaction, addressing challenges promptly, and contributing to the overall growth and success of the company.

Key Responsibilities:

1. Develop and execute customer care strategies to foster a customer-centric mindset, enhance brand reputation, and exceed customer expectations.
2. Streamline customer care processes to improve efficiency and collaborate with departments to resolve root causes of dissatisfaction.
3. Maintain seamless communication to ensure clients feel valued throughout their journey and receive continuous support.
4. Ensure smooth integration of self-service and live service processes, focusing on quick resolutions and team empowerment.
5. Anticipate and meet customer needs with personalized services, ensuring a human-centered and empathetic approach.
6. Address and resolve customer challenges promptly, fostering strong client relationships and loyalty.
7. Lead the deployment of automation tools, balancing technology with human interaction to deliver personalized experiences.
8. Inspire and support the customer care team, providing them with the tools and guidance needed to exceed service standards.
9. Coordinate with stakeholders to implement new processes that enhance the customer experience and promote digitization.
10. Analyze customer interactions and satisfaction metrics to identify trends, enabling proactive adjustments and improvements.
11. Stay updated on industry trends and ensure customer care practices align with current standards for competitiveness.
12. Lead, mentor, and manage a team of customer relations professionals.
13. Set performance goals and provide regular feedback to ensure high levels of team engagement.
14. Organize training programs to enhance the team’s skills and knowledge.
15. Oversee the implementation of customer service policies and procedures.
16. Continuously optimize processes to improve service delivery and efficiency.
17. Address escalated customer issues and ensure satisfactory outcomes.
18. Act as a mediator between customers and other departments to resolve disputes.
19. Develop contingency plans to handle service disruptions or challenges effectively.
20. Ensure adherence to company policies, legal regulations, and industry standards.
21. Regularly review and update customer service protocols to maintain compliance.

Desired Candidate Profile:

1. Bachelor’s degree in business management / Real-estate / Property Major (Valuations). Master’s degree preferred.
2. Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification / Certified Customer Service Professional (CCSP) - preferred.
3. Minimum 4-6 years of experience in customer service, customer relationship management, sales, or marketing, with at least 4 years in a customer-centric management role.
4. Proficiency in MS Office suite and software applications, including customer relationship management (CRM) systems, social media, and email marketing platforms.
5. Strong leadership skills.
6. Ability to resolve customer complaints and develop strategies to improve customer satisfaction.
7. Be able to identify areas for improvement and perform customer quality checks and analysis.
8. Work under stringent deadlines and high-pressure environments and also motivate others.
9. Strong analytical skills, interpersonal and influencing skills with versed communication skills in English and/or Arabic.
10. Proven ability to develop and implement successful customer management strategies.
11. Ability to work effectively with other senior leaders to achieve business objectives.
12. Excellent customer service skills, with a deep understanding of customer needs and expectations.