Executive – Contact Center – Dubai Holding Real Estate | Jobs In Dubai

About Dubai Holding Real Estate:

Dubai Holding’s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai’s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centers, mosques, schools, supermarkets and landscaping.

Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.

Job Purpose:

The job holder will be responsible for department operations of the Contact Centre team, ensuring that immediate operational needs of customers are properly addressed.

Key Accountabilities – Executive – Contact Center:

• Demonstrate exceptional customer service by adhering to company standards and fostering a service-oriented environment that prioritizes customer satisfaction.
• Address customer inquiries across phone, email, and live chat channels efficiently, providing accurate and prompt resolutions.
• Gather insights from Contact Center agents about operational challenges and opportunities, sharing valuable feedback with management for strategic planning.
• Regularly update and manage the knowledge base, including FAQs, troubleshooting guides, product information, and policies, ensuring accessibility and relevance for team members and customers.
• Effectively disseminate updates on policies, products, and procedures to customers and team members, ensuring clarity and consistency.
• Address and resolve complex customer issues in support with section Head as escalated by agents, leveraging CRM tools and expertise to deliver satisfactory outcomes.
• Assist in monitoring key departmental performance indicators (KPIs), identifying opportunities for operational improvements and implementing strategies to enhance efficiency and revenue generation.
• Support in the monitoring and assessment of the quality of customer interactions to ensure compliance with company standards, implementing quality improvement actions where necessary.
• Generate detailed daily, weekly, and monthly reports to track performance metrics, identify trends, and inform decision-making.
• Track customer volume data and business trends to assist in operational planning and resource allocation.
• Work closely with departments like IT, product teams, and customer service to ensure the knowledge base aligns with current products and policies.
• Provide training and constructive feedback to Customer Service and Telesales Representatives, helping them meet or exceed quality, sales, and service expectations.
• Participate in the rollout and integration of new tools and technologies within the contact center, ensuring smooth adoption and enhanced workflows.
• Handle sensitive customer and company information with the utmost discretion and ensure confidentiality at all times.

Qualifications, Experiences, Skills:

• Bachelor’s degree in related discipline; Master’s degree preferred.
• Minimum 2 – 4 years of experience in a customer service role with proven experience working with CRM systems.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to navigate and utilize CRM features efficiently
• Ability to clearly communicate complex information to both technical and non-technical audiences
• Ability to analyze data and identify trends
• Excellent Telephone Skills
• Product Knowledge.
• Good communication and interpersonal skills
• Team player.
• Autonomous, self-starter with a passion for selling and supporting customer requests.
• Customer Client focus
• Excellent writing skills for reports and emails
• Attention to detail
• Active listening skills
• Results Driven and Target Oriented.

About the Benefits:

At Dubai Holding, we’re committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.