Executive - Customer Engagement (National Talent)

About the Company:

Dubai Holding Community Management (DHCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DHCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DHCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively.

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.

Role Purpose:

The Executive - Customer Engagement role is responsible for providing a high level of service and support to residents, acting as a key point of contact for enquiries, in-person visits, complaints, service requests, and escalations. The role focuses on building strong resident relationships, resolving concerns effectively, maintaining professional and empathetic communication, and contributing to a positive overall community experience.

Key Responsibilities:

• Customer Relationship Management: Act as a main point of contact for all resident inquiries, in-person visits and cascaded escalations. Address questions and concerns regarding community services, facilities, and policies. Build strong and lasting relationships with residents, proactively anticipate their needs, and provide personalised support and assistance. Ensure all resident interactions are handled with professionalism, empathy, and efficiency while maintaining accurate records of resident interactions and preferences.

• Issue Resolution: Handle and resolve resident complaints and service requests in a timely and professional manner. Coordinate with relevant internal departments and escalate where applicable to ensure issues are tracked, followed up, and resolved to the residents’ satisfaction.

• Customer Expectation Management: Maintain a high level of professionalism while navigating difficult conversations, addressing resident concerns, and managing customer expectations. Ensure appropriate follow-up and communication throughout the resolution process.

• Communication: Maintain clear, empathetic, and professional communication with community members at all times. Ensure residents are provided with accurate and timely information regarding their enquiries, requests, and concerns.

• CRM and Customer Records: Document and track resident interactions, service requests, complaints, feedback, and relevant preferences in the designated Customer Relationship Management (CRM) system to maintain accurate customer records and support future engagements.

• Community Engagement: Actively participate in community events and initiatives to build rapport with residents and gather direct feedback. Promote a sense of community by keeping residents informed about upcoming events, initiatives, and projects.

What we are looking for:

Qualifications & Experience:

• Minimum Diploma or equivalent qualification.
• Previous experience in customer service, customer engagement, community management, hospitality, real estate, or a similar customer-facing role is preferred.
• Experience in handling customer enquiries, complaints, service requests, and escalations.
• Experience working in a resident-facing or high-volume customer service environment would be an advantage.
• Good understanding of customer service and customer engagement principles.
• Knowledge of complaint handling, issue resolution, and customer expectation management.
• Experience using CRM systems or similar customer service platforms to document and track customer interactions.
• Ability to coordinate with multiple internal stakeholders to ensure timely resolution of customer requests.
• Good verbal and written communication skills.
• Ability to maintain accurate customer records and follow up on open requests through to resolution.

About Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered Internal workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.