Senior Executive - Customer Engagement (National Talent) - Dubai Holding Community Management

Own resident customer relationships as the key point of contact, proactively anticipating needs and delivering professional, empathetic support. Lead issue resolution for escalations, complaints, and service requests, while maintaining accurate customer interaction records and preferences. Oversee daily workflow and real-time queues across customer centers, coach and review direct reports, and enforce voice and digital communication quality standards. Use CRM/knowledge base/omni-channel tooling and report key metrics (CSAT, FCR, AHT, waiting time, quality score).