Customer Excellence Officer

About the role

A leading property management company in Dubai, recruited through Nathan HR, is looking for a Customer Excellence Officer. The role handles customer and resident interactions by call, live chat and email, aiming for timely resolutions and high customer satisfaction. It is a full-time position on rotational morning and night shifts, 9 hours per day, 5 days a week, for 6 to 12 months and extendable.

Key responsibilities

• Handle customer and resident calls, live chats, emails and service requests professionally and efficiently.
• Aim to achieve First Call/Contact Resolution (FCR) wherever possible.
• Manage requests related to work permits, move-in/move-out coordination, NOCs and Owners' Association services.
• Provide accurate information on properties, community facilities, services and procedures.
• Help customers with online portals and resolve basic technical issues.
• Coordinate with departments to resolve complaints and service requests on time.
• Maintain records of interactions in CRM and ticketing systems, monitor feedback and support surveys and engagement initiatives.
• Escalate complex matters to the relevant manager and keep a high standard of service.

Required profile

• Bachelor's degree in Business Administration, Engineering or a related field.
• 3 to 8 years of experience in customer service, contact centres, property management or a similar environment.
• Experience using CRM, ticketing systems or customer service platforms; UAE experience preferred.
• Ability to adapt to rotational shifts and a fast-paced environment.

Required skills

• Excellent verbal and written communication.
• Analytical, problem-solving and organisational skills.
• Ability to handle multiple tickets at once and strong attention to detail.