Senior Associate, Customer Relations Management

About the role

The Senior Associate – Customer Relations Management will act as the main point of contact for owners and tenants during the Defects Liability Period after project hand‑over. The role focuses on resolving post‑handover issues, maintaining service standards and ensuring customer satisfaction.

Key responsibilities

• Receive and log customer complaints related to defects after hand‑over across all communication channels.
• Conduct site visits and in‑person meetings to assess issues and provide timely feedback.
• Coordinate with the Defects Liability team, contractors and internal departments to resolve cases within agreed Service Level Agreements.
• Track each case through to closure, keeping accurate records and updating customers regularly.
• Prepare performance reports on defect resolution, SLA compliance and customer satisfaction, highlighting recurring problems.
• Collaborate with the broader Customer Relations team to improve processes and enhance the overall customer experience.

Required profile

• Bachelor’s degree in Business Administration, Construction Management, Engineering or a related field.
• 2–3 years of experience in customer service, preferably within real‑estate or construction environments.
• Good understanding of Defects Liability Period procedures and construction standards.
• Strong communication skills in English; Arabic is a plus.
• Ability to manage multiple cases under pressure and deliver results.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using Customer Relationship Management (CRM) systems.

What we offer

• Opportunity to work for a leading regional developer with a strong brand.
• Friendly, collaborative workplace in Dubai.
• Career development and growth within the organization.