Customer Experience Officer

Customer Excellence Officer Location: Dubai, UAE Contractual: 6 - 12 months (Extendable) Working Hours: 9 hours per shift, 5 days per week | Rotational Shifts (Morning & Night) Experience: 3–8 Years Monthly Salary: AED 5,000–6,000 Job Summary Our client, a leading property management company in Dubai, is looking for a Customer Excellence Officer to join their team. The role will be responsible for handling customer and resident interactions across calls, live chats, and email, ensuring timely resolutions and a high level of customer satisfaction. Key Responsibilities Handle customer and resident calls, live chats, emails, and service requests professionally and efficiently. Aim to achieve First Call/Contact Resolution (FCR) wherever possible. Manage customer requests related to work permits, move-in/move-out coordination, NOCs, and Owners' Association services. Provide accurate information regarding properties, community facilities, services, and procedures. Assist customers with online platforms/portals and resolve basic technical issues. Coordinate with relevant departments to ensure timely resolution of complaints and service requests. Maintain accurate records of customer interactions and requests within CRM/ticketing systems. Monitor customer feedback, identify recurring issues, and support continuous service improvement. Support customer satisfaction surveys and customer engagement initiatives. Escalate complex or unresolved matters to the relevant manager or department. Ensure a consistently high standard of customer service and service excellence. Requirements Bachelor's degree in Business Administration, Engineering, or a related field. Experience in customer service, customer experience, contact centre, property management, or a similar environment. Excellent verbal and written communication skills. Strong analytical, problem-solving, and organisational skills. Ability to manage multiple customer requests/tickets simultaneously. Experience using CRM, ticketing systems, or customer service platforms. Strong attention to detail and a customer-focused approach. Ability to adapt to rotational shifts and a fast-paced operational environment. UAE experience is preferred. Key Skills Customer Service | Customer Experience | CRM | Ticket Management | FCR | Complaint Handling | Customer Satisfaction | Property Management | Communication | Problem Solving | Service Excellence