Head of Customer Service Management (CRM)

Ref: BW/2025/07/057

Title: Head of Customer Service Management (CRM)

Reporting to: Chief Commercial Officer

Industry: Real Estate

Salary: Upto 35,000 AED monthly with standard UAE law benefits

Location: Dubai

Purpose:

Build and drive a culture of customer excellence.

 Role & Responsibilities:

•  Team Leadership: Supervise and lead the customer team, including hiring, training, and performance evaluations. Ensure team members provide exceptional service to customers.
• Customer Relations: Build and maintain strong customer relationships through effective communication and problem resolution. Address client inquiries, concerns, and feedback promptly and professionally.
• Process Improvement: Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience and streamline operations.
• Training and Development: Provide ongoing training to customer staff to ensure they are well-informed about the real estate industry and company policies.
• Complaint Resolution: Manage and resolve client complaints and issues, working with team members and other departments to find appropriate solutions.
• Quality Assurance: Monitor the quality of customer interactions, including phone calls, emails, WhatsApp, SMS, etc. and in-person meetings, to ensure professionalism and consistency.
• Client Feedback: Gather and analyze customer feedback surveys, and reviews to identify areas for improvement and make necessary adjustments to service processes and staff training.
• Data Analysis: Utilize data and metrics to assess the efficiency and effectiveness of the customer experience department. Use this data to make informed decisions and recommend improvements.
• Technology Integration: Implement and maintain customer relationship management (CRM) systems and other technology tools to enhance the customer service process (including the deployment of AI).
• Compliance: Ensure that the customer service department complies with all relevant real estate laws and regulations, as well as company policies and procedures.
• Reporting: Provide regular reports to senior management on customer service performance.

Experience & Skills:

•  12- 15 years managing delivering customer satisfaction in a fast-paced environment (Current /most recent must be REAL ESTATE in UAE)
• Excellent verbal and written communication skills in English (Arabic would advantageous but not necessary).
• A strong commitment to customer satisfaction and a customer-centric approach to problem-solving.
• Strong leadership and team management skills, with the ability to motivate and guide a team of customer professionals.
• Ability to influence senior management when recommending customer centric solutions. Effective problem-solving skills to address client issues and ensure their needs are met.
• The ability to analyse data and metrics to improve customer service processes and department performance.
• Proficiency in customer service software, CRM systems, and other relevant technology tools (including AI).
• Understanding of relevant real estate regulations and laws and policies & procedures in all customer interactions.

Relevant candidates who are currently based in UAE need only apply to projects@buildwellhrs.com .

Only shortlisted candidates will be contacted.