Senior Administration Officer – Customer Care

About the role

The Senior Officer – Administration supports the Customer Care Department within the Facilities Division, ensuring smooth administrative processes and effective communication with internal and external stakeholders.

Key responsibilities

• Provide comprehensive administrative support to the Customer Care Department and ensure smooth daily operations.
• Manage and maintain departmental records, customer correspondence, reports, contracts, and other documentation in line with company policies.
• Coordinate and monitor customer inquiries, complaints, feedback, and service requests, ensuring timely follow‑up and resolution.
• Liaise with internal departments, contractors, and external stakeholders to facilitate effective communication and service delivery.
• Prepare periodic reports, presentations, performance dashboards, and management updates related to customer care activities.
• Monitor and track customer service KPIs and contribute to continuous improvement initiatives.
• Organise meetings, prepare agendas, record minutes, and follow up on action items.
• Maintain and update customer databases, service records, and departmental tracking systems.
• Support implementation of customer satisfaction surveys and service excellence programmes.
• Assist in developing, reviewing, and enhancing departmental procedures, policies, and service standards.
• Coordinate procurement requests, purchase requisitions, and administrative requirements.
• Support budget monitoring and maintain records of departmental expenditures.
• Ensure compliance with organisational policies, quality standards, and regulatory requirements.
• Coordinate training schedules, maintain personnel records, and support employee engagement activities.
• Prepare official letters, memos, and communications on behalf of the department.
• Identify opportunities to improve administrative efficiency, customer experience, and operational effectiveness.
• Provide administrative support during audits, inspections, and management reviews.

Required profile

• UAE National (Emirati) with a valid Family Book.
• Minimum 4–6 years of experience in administration, customer service, customer care, or related functions.
• Demonstrated ability to handle confidential information with professionalism, integrity, and discretion.
• Strong organisational and coordination skills.
• Proven ability to work collaboratively with internal and external stakeholders.

Required skills