Head of Customer Service Management

    By
    Omar Favaz
    -

    Confidential

    Company: Confidential
    Location: Dubai, United Arab Emirates
    Industry: Real Estate
    Employment Type: Full Time
    Experience: 12 to 15 years (Real Estate industry in the UAE required)
    Qualification: Bachelor’s Degree holder
    Salary: Up to AED 35,000/month + Annual Benefits
    Reporting To: Chief Commercial Officer

    Position Overview:

    We are hiring a Head of Customer Service Management (CRM) to lead and elevate the customer service operations of a leading real estate organization in Dubai. This leadership role requires a strategic, customer-focused professional with proven experience in managing high-performing service teams and improving client satisfaction in a real estate environment.

    Key Responsibilities:

    🔹 Team Leadership

    • Lead, train, and evaluate the customer service team
    • Ensure consistent delivery of exceptional service standards across all customer touchpoints

    🔹 Customer Relationship Management

    • Build and sustain long-term client relationships
    • Respond to client inquiries and resolve concerns professionally and promptly

    🔹 Process Optimization

    • Design and enforce effective customer service policies and workflows
    • Drive initiatives to streamline and enhance the customer experience

    🔹 Training & Development

    • Deliver ongoing training to keep the customer service team aligned with industry trends and internal standards

    🔹 Complaint Resolution

    • Lead complaint management processes to ensure client concerns are addressed with empathy and efficiency

    🔹 Quality Assurance

    • Monitor and maintain service quality across phone, email, WhatsApp, SMS, and in-person interactions

    🔹 Client Feedback & Insights

    • Collect and analyze customer feedback to identify areas of improvement
    • Implement data-driven strategies to enhance satisfaction

    🔹 Data Analysis & Reporting

    • Use CRM data and service metrics to evaluate team performance and inform strategic decisions
    • Report on customer satisfaction and service KPIs to senior leadership

    🔹 Technology Integration

    • Leverage CRM platforms and AI tools to enhance service delivery and scalability

    🔹 Regulatory Compliance

    • Ensure compliance with UAE real estate laws and internal company policies

    Requirements:

    • 12–15 years of experience in customer service leadership, with the latest experience in the UAE real estate sector
    • Bachelor’s degree in Business, Management, or related field
    • Proven team management and leadership capabilities
    • Excellent communication skills in English (Arabic is a plus)
    • Strong analytical skills and ability to translate data into actionable insights
    • Proficiency in CRM systems, customer service platforms, and AI tools
    • Sound knowledge of UAE real estate regulations

    Why Join Us:

    • Competitive salary up to AED 35,000/month + AB
    • High-impact leadership role within a respected real estate company
    • Opportunity to drive innovation and service excellence
    • Collaborative, performance-driven work culture

    How to Apply:

    Send your resume with the subject line:
    “Application – Head of Customer Service Management”

    Only candidates with UAE real estate experience will be considered.

    To apply for this job email your details to hr@jobcomuae.com