This role sits within the Customer Care Division and is responsible for managing customer escalations, resolving complex complaints, and driving service improvement across a residential real estate portfolio.
The role requires a confident professional with strong stakeholder management skills, capable of handling high-risk, sensitive, and high-profile customer cases across multiple channels.
Key Responsibilities
Manage and resolve escalated customer complaints across phone, email, face-to-face, and social media channels
Lead investigations into complex customer concerns and drive timely resolution
Coordinate with internal departments to resolve issues and manage customer expectations
Handle sensitive and high-risk cases with professionalism and discretion
Analyze complaint trends and identify root causes to reduce recurring issues
Recommend and implement process improvements to enhance customer satisfaction
Prepare reports and insights for senior management
Key Requirements
Mandatory background with a real estate developer (e.g. Emaar, Aldar, MAF, Nakheel, DAMAC, etc.)
Minimum 4 years’ experience in customer concerns, escalations, or resolution roles within real estate
Proven experience handling complex, high-profile, or sensitive customer cases
Excellent communication skills in English and Arabic (written and verbal)
Strong stakeholder management and problem-solving skills
Profiles from government entities, banking, or financial services will not be considered