[Hiring] Head of Customer Service Management Dubai UAE

­­­­Position: Head of Customer Service Management

Date posted: 2025-07-29

Industry: other

Employment type: Full Time

Experience: 12 to 15 years         

Qualification: Bachelor’s Degree holder

Salary: AED 35000

Location: Dubai, United Arab Emirates

Company: Confidential

Description:

Position: Head of Customer Service Management (CRM)

Reporting to: Chief Commercial Officer

Industry: Real Estate

Location- Dubai

Maximum Salary Budgeted: AED 35000 + AB

Role & Responsibilities:

• Team Leadership: Supervise and lead the customer team, including hiring, training, and performance evaluations. Ensure team members provide exceptional service to customers.
• Customer Relations: Build and maintain strong customer relationships through effective communication and problem resolution. Address client inquiries, concerns, and feedback promptly and professionally.
• Process Improvement: Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience and streamline operations.
• Training and Development: Provide ongoing training to customer staff to ensure they are well-informed about the real estate industry and company policies.
• Complaint Resolution: Manage and resolve client complaints and issues, working with team members and other departments to find appropriate solutions.
• Quality Assurance: Monitor the quality of customer interactions, including phone calls, emails, WhatsApp, SMS, etc. and in-person meetings, to ensure professionalism and consistency.
• Client Feedback: Gather and analyze customer feedback surveys, and reviews to identify areas for improvement and make necessary adjustments to service processes and staff training.
• Data Analysis: Utilize data and metrics to assess the efficiency and effectiveness of the customer experience department. Use this data to make informed decisions and recommend improvements.
• Technology Integration: Implement and maintain customer relationship management (CRM) systems and other technology tools to enhance the customer service process (including the deployment of AI).
• Compliance: Ensure that the customer service department complies with all relevant real estate laws and regulations, as well as company policies and procedures.
• Reporting: Provide regular reports to senior management on customer service performance.

Experience & Skills:

• 12- 15 years managing delivering customer satisfaction in a fast-paced environment (Current /most recent must be REAL ESTATE in UAE)
• Excellent verbal and written communication skills in English (Arabic would advantageous but not necessary).
• Strong leadership and team management skills.
• Ability to influence senior management when recommending customer centric solutions. Effective problem-solving skills to address client issues and ensure their needs are met.
• The ability to analyze data and metrics to improve customer service processes and department performance.
• Proficiency in customer service software, CRM systems, and other relevant technology tools (including AI).
• Understanding of relevant real estate regulations and laws and company’s policies & procedures in all customer interactions.