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 handling","Calm under pressure"]

Own customer engagement for Dubai Holding Community Management by serving as a key contact for residents and ensuring timely, professional resolution of issues and service requests. Lead day-to-day customer center workflows, coaching, performance monitoring, and quality assurance for walk-in and digital interactions. Drive process improvements using CRM and omnichannel touchpoints, and deliver daily/weekly/monthly performance reporting on CSAT, FCR, AHT, and waiting times.

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FursaFursa
Dubai Holding
Dubai Holding
1 day ago

Senior Executive - Customer Engagement (National Talent)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own customer engagement for Dubai Holding Community Management by serving as a key contact for residents and ensuring timely, professional resolution of issues and service requests. Lead day-to-day customer center workflows, coaching, performance monitoring, and quality assurance for walk-in and digital interactions. Drive process improvements using CRM and omnichannel touchpoints, and deliver daily/weekly/monthly performance reporting on CSAT, FCR, AHT, and waiting times.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: People, HR & Talent
Seniority: Mid level

Key Responsibilities

  • •Act as a key point of contact for residents, building strong relationships and providing personalized support.
  • •Resolve customer issues, complaints, and service requests with professionalism, empathy, and efficiency, including managing difficult conversations and expectations.
  • •Oversee daily workflows for allocated customer centers, including staffing, real-time queues, and meeting service level agreements and productivity targets.
  • •Conduct one-on-one coaching, performance reviews, and quality monitoring for direct reports; collaborate on specialized training programs.
  • •Ensure quality and consistency of customer interactions, manage complex escalations, analyze digital service delivery processes, and report on walk-in performance metrics (CSAT, FCR, AHT, waiting time, quality score).

Key Requirements

  • •Bachelor’s degree in Business Administration, Communications, or related field.
  • •3–5 years of experience in customer service or customer engagement.
  • •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 handle high-volume interactions under pressure.
Experience:3-5 years
Education:Bachelor's in Business Administration, Communications, or related field
Skills:CommunicationInterpersonal skillsProblem-solvingCustomer handlingCalm under pressure
Tech Stack:CRMKnowledge baseOmni-channel platform

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
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