Job Title: Manager - Customer Concerns & Resolution
Reporting to: Director - Residential Customer Relations
Location: Dubai (full time and on-site)
Job Purpose
The job holder will be responsible for resolving customer complaints, improving satisfaction, and reducing escalations by analyzing root causes and implementing process improvements.
Key Accountabilities
- Support 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.
Key Performance Indicators
- Complaint Resolution Time
- Customer Satisfaction Score (CSAT)
- Stakeholder Satisfaction
- Customer Loyalty & Net Promoter Score (NPS)
- Customer Retention Rate Post-Complaint
Key Interactions
Internal
- Internal employees and departments
External
- Consultants / Vendors / Contractors / Industry Peers / Bodies
- Real-estate brokers / Land Department / RERA / Customer and Investors & Banks
Qualifications, Experience, Skills
Minimum Qualifications and Knowledge
- Bachelors degree in Business, Customer Service, or a related field; Masters degree preferred.
- Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/Certified Customer Service Professional (CCSP) - preferred
Minimum Experience
- Minimum 4-6 years of experience in customer complaint management or commercial
- customer service, ideally in a managerial capacity.
