Senior Executive - Customer Engagement (National Talent)

Dubai Holding
United Arab Emirates
Workplace: OnsiteFull timeFunction: People, HR & TalentExperience: 3-5 yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Problem-solving","Customer focus","Ability to stay calm"]

Own customer relationship management for residents, acting as a key contact while anticipating needs and resolving complaints and service requests efficiently. Oversee daily operations across allocated customer centers, including queue management, SLAs, coaching, performance reviews, and training needs. Ensure quality for voice interactions and manage escalations, while using CRM, knowledge base, and omni-channel tools to drive first contact resolution and report key walk-in metrics like CSAT and AHT.

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FursaFursa
Dubai Holding
Dubai Holding
2 weeks ago

Senior Executive - Customer Engagement (National Talent)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own customer relationship management for residents, acting as a key contact while anticipating needs and resolving complaints and service requests efficiently. Oversee daily operations across allocated customer centers, including queue management, SLAs, coaching, performance reviews, and training needs. Ensure quality for voice interactions and manage escalations, while using CRM, knowledge base, and omni-channel tools to drive first contact resolution and report key walk-in metrics like CSAT and AHT.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: People, HR & Talent
Seniority: Manager level

Key Responsibilities

  • •Act as the key point of contact for residents, building relationships and providing personalized support.
  • •Resolve customer issues, complaints, and service requests efficiently while maintaining professionalism in difficult conversations.
  • •Oversee daily workflow, staffing, and real-time queues for allocated customer centers to meet SLAs and productivity targets.
  • •Conduct coaching, performance reviews, and quality monitoring for direct reports, and identify training needs for digital communication and system updates.
  • •Ensure digital operations and quality assurance, manage complex escalations, optimize service delivery processes, and report walk-in metrics (CSAT, FCR rate, AHT, waiting time, quality score).

Key Requirements

  • •Bachelor’s degree in Business Administration, Communications, or a related field.
  • •3–5 years of experience in a customer service or customer engagement role.
  • •Strong understanding of customer service principles and best practices.
  • •High proficiency in using CRM software and other customer service tools.
  • •Exceptional communication, interpersonal, and problem-solving skills with the ability to manage high volumes calmly.
Experience:3-5 years
Education:Bachelor's
Skills:CommunicationInterpersonal skillsProblem-solvingCustomer focusAbility to stay calm
Tech Stack:CRMKnowledge baseOmni-channel platform

Eligibility

Nationality:UAE National

Company Brief

Dubai Holding
Dubai Holding is a diversified global investment holding company that invests across real estate, hospitality, media, ICT, retail, and other sectors to support Dubai’s economic growth and strategic development.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Government & Public Sector
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 2004
Glassdoor
Glassdoor: 3.6
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