Customer Service Executive

About the role

We are looking for a Customer Service Executive to join Danube Properties in Dubai. The role involves handling inbound and outbound calls, managing property‑related enquiries and ensuring timely resolution of complaints.

Key responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to enquiries regarding property, payments, handover, maintenance, complaints and other service matters.
• Register, track, follow up and close complaints within defined service timelines.
• Identify root causes of issues and coordinate with relevant departments for resolution.
• Maintain regular follow‑up with customers until requests are fully resolved.
• Attend face‑to‑face meetings with customers at the office, project site or their location when required.
• Manage escalated or dissatisfied customers calmly and professionally.
• Coordinate with Handover, Facilities Management, Collections, Construction, Sales, Legal and other support teams.
• Maintain accurate records of interactions, commitments, complaints and resolutions in the CRM/Salesforce system.
• Monitor and meet all customer commitment and follow‑up dates.
• Provide clear updates to customers on request status and escalate critical issues to management.
• Support the FLCC team in achieving service level, call quality, complaint resolution and satisfaction targets.
• Perform any other duties aligned with the portfolio.

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.
• Strong background in complaint handling and escalations.
• Comfortable meeting customers face‑to‑face.
• Experience in real estate, property management, hospitality, banking, telecom or similar industries is an advantage.
• Good verbal and written communication skills in English; additional languages such as Arabic, Hindi, Urdu are a plus.

Required skills

• CRM systems (Salesforce).