Customer Service Executive

About the role

We are looking for a proactive Customer Service Executive to join our team in Dubai. You will be the primary point of contact for property‑related enquiries, handling both inbound and outbound calls and ensuring a high level of customer satisfaction.

Key responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to enquiries about property, payments, handover, maintenance, complaints and other service matters.
• Register, track, follow up and close customer complaints within defined service timelines.
• Identify root causes of issues and coordinate with relevant departments (Handover, Facilities Management, Collections, Construction, Sales, Legal, etc.) for resolution.
• Maintain regular follow‑up with customers until requests are fully resolved and provide clear status updates.
• Attend face‑to‑face meetings with customers at the office, project site or their location when required.
• Handle escalated or dissatisfied customers calmly and professionally, escalating critical cases to management.
• Maintain accurate records of interactions, commitments and resolutions in the CRM/Salesforce system.
• Support the FLCC team in meeting service level, call quality and customer satisfaction targets.

Required profile

• Bachelor’s degree or equivalent qualification preferred.
• 2–4 years of experience in customer service, contact centre, complaint management or customer relations.
• Proven experience handling inbound and outbound calls and managing escalations.
• Strong verbal and written communication skills in English; additional languages (Arabic, Hindi, Urdu) are a plus.
• Experience in real estate, property management, hospitality, banking or telecom is advantageous.

Required skills

• Proficiency with CRM systems, preferably Salesforce.