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Experience
4 - 6 Years
Job Location
Education
Bachelor of Business Administration
Nationality
Any Nationality
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Investigate customer complaints, collaborate with relevant departments, and implement effective solutions to resolve issues and improve customer satisfaction and retention.
- Actively manage customer expectations, providing regular updates on complaint status and resolution timelines to ensure clear communication.
- Conduct in-depth analysis of recurring complaints to identify systemic issues and recommend process improvements aimed at minimizing future escalations and enhancing service efficiency.
- Implement corrective actions and proactive measures to address underlying issues that contribute to customer dissatisfaction.
- Recommend and implement process improvements that reduce complaint volume and increase service effectiveness, focusing on operational efficiency and customer satisfaction.
- Work closely with the quality assurance and operations teams to drive continuous improvement initiatives across customer service processes.
- Ensure all complaint management procedures comply with company policies, industry regulations, and legal requirements to safeguard both the organization and its customers.
- Regularly review complaint management practices to ensure compliance with evolving regulatory standards and industry best practices.
- Maintain accurate documentation of complaint handling and resolution, ensuring compliance with regulatory standards and internal reporting requirements for transparency and accountability.
- Prepare and present regular reports on complaint trends, resolutions, and process improvements to senior management.
- Collaborate with internal teams, senior management, and external regulatory bodies to resolve complex complaints and ensure timely escalation and resolution within agreed service levels.
- Facilitate discussions with senior leaders to ensure alignment on complaint handling strategies and ensure escalated complaints are prioritized effectively.
- Monitor and analyze complaint trends to identify patterns, generating comprehensive reports to inform decision-making and strategic planning. Use data-driven insights to forecast potential service issues and proactively mitigate customer dissatisfaction before it escalates.
- Provide actionable insights to senior management to support strategic initiatives aimed at improving overall customer experience and enhancing service quality.
- Leverage customer feedback, surveys, and complaint data to drive key initiatives that enhance the overall commercial customer journey.
- Stay informed on industry trends and customer service best practices to ensure that complaint management practices remain competitive and aligned with current standards.
Desired Candidate Profile
- UAE National with a Family Book, as per government requirements
- Bachelor’s degree in Business, Customer Service, or a related field; Master’s degree preferred.
- Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) - preferred.
- Minimum 4-6 years of experience in customer complaint management or commercial customer service, ideally in a managerial capacity.
- Proficient in Microsoft Office Suite and CRM systems, including complaint tracking software.
- Strong ability to resolve customer complaints quickly and develop strategies for improving customer satisfaction.
- Skilled in identifying areas for improvement, performing quality checks, and analyzing customer feedback.
- Capable of working under pressure and tight deadlines, while motivating and leading teams effectively.
- Excellent analytical, interpersonal, and communication skills in English and/or Arabic.
- Proven experience in developing and implementing successful customer management strategies.
- Ability to collaborate with senior leadership and cross-functional teams to achieve business objectives.
- Strong customer service skills with a deep understanding of customer needs and expectations.
- Effective at problem-solving and de-escalating complex situations.
- Capable of analyzing data to identify trends and implement solutions that improve customer experience.
- Knowledgeable in regulatory compliance and industry best practices in customer service.
- Experienced in managing stakeholders and leading teams to achieve service excellence.
- Strong organizational and time management skills, with the ability to handle multiple tasks under pressure.
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
- Manager Customer Complaint Management
- Customer Complaint Manager
- Complaint Resolution
- Complaints Manager
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DUBAI PROPERTIES GROUP LLC
Dubai Holding Real Estate
Jayanthi
PO Box 500272., Dubai Business Bay, Dubai UAE, Dubai, United Arab Emirates (UAE)