Senior 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 Senior Executive – Customer Engagement is responsible for building and maintaining strong relationships with residents, ensuring enquiries, concerns, complaints, and service requests are addressed promptly and effectively. The role oversees day-to-day customer centre operations, supports team performance, manages escalations, and drives service quality across walk-in and digital touchpoints. It also plays a key role in promoting a positive brand image and ensuring all customer interactions, including those related to safety, are handled with professionalism, empathy, and care.
 
Key Responsibilities:

• Customer Relationship Management: Act as a key point of contact for residents, build strong and lasting relationships, proactively anticipate their needs, and provide personalised support. Ensure every interaction is handled with professionalism, empathy, and efficiency while maintaining accurate records of customer preferences and engagement history.
• Issue and Expectation Management: Resolve customer enquiries, complaints, and service requests efficiently. Navigate difficult conversations calmly, manage customer expectations, and ensure timely follow-up through to resolution.
• Team Supervision and Daily Operations: Oversee daily workflow, staffing, schedules, time-off requests, and real-time queues across allocated customer centres to maintain service-level agreements and productivity targets. Foster a positive, high-energy environment and address performance or disciplinary matters when required.
• Coaching, Quality, and Development: Conduct regular one-to-one coaching, performance reviews, and quality monitoring to improve team knowledge, response quality, communication, and soft skills. Identify development needs and collaborate with training teams on programmes covering digital communication, product knowledge, and system updates.
• Digital Operations and Quality Assurance: Enforce quality standards across voice and written interactions, ensuring consistency in brand voice, tone, and accuracy. Monitor adherence to internal quality audit standards and support continuous improvement across customer touchpoints.
• Escalation Management: Serve as the primary point of contact for complex walk-in customer escalations and high-priority complaints. Resolve issues quickly and effectively, document root causes, and recommend preventive actions.
• Process Improvement and Systems Utilisation: Analyse service delivery processes, identify bottlenecks and friction points, and recommend changes to improve operational efficiency. Ensure effective use of CRM, knowledge base, omni-channel platforms, and other touchpoint technologies to record interactions, manage customer history, and improve First Contact Resolution.
• Performance Reporting: Prepare and analyse daily, weekly, and monthly reports on key walk-in and service metrics, including Customer Satisfaction, First Contact Resolution, Average Handle Time, average waiting time, quality scores, employee engagement, and retention within the supervised team.

What we are looking for:

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 2–3 years of experience in customer service, customer engagement, contact centre, or a related customer-facing role.
• Demonstrated experience in resolving complex customer issues and managing high-priority escalations.
• Experience supervising customer-facing teams, monitoring operational performance, and supporting coaching and development activities.

Technical Competencies:

• Strong understanding of customer service principles, customer engagement practices, service-level management, and quality assurance.
• High proficiency in CRM systems, knowledge bases, omni-channel platforms, and other customer service tools.
• Ability to analyse operational metrics, including CSAT, FCR, AHT, waiting time, productivity, and quality scores.
• Good knowledge of complaint handling, escalation management, process improvement, and digital communication standards.

Behavioural Competencies:

• Exceptional communication, interpersonal, and problem-solving skills.
• Demonstrated ability to handle a high volume of customer interactions while remaining calm and professional under pressure.
• Strong coaching, team motivation, and people management capabilities.
• Customer-focused, empathetic, adaptable, and committed to service excellence and continuous improvement.

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.