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General Information

Location
United Arab Emirates
Business Unit
Dubai Community Management
Department
Sales, Marketing & Customer Experience
Experience Level
Mid-Level Professional
Date
Monday, July 20, 2026
Entity
DHCM

Description

About Dubai Holding Community Management:

Dubai Community Management (DCM) is a premium community management services provider under the umbrella of Dubai Holding. Established in 2021, DCM has quickly become a leader in the industry, offering exceptional services to maintain and enhance residential communities and districts across Dubai.

At DCM, we believe in creating sustainable and vibrant communities that offer a sense of belonging to residents. Our team of experts provides various services, including community and district management, technical management, and financial management.

Our community and district management services ensure that each community is well-maintained, secure, and operates efficiently. We manage common areas, enforce community rules and regulations, coordinate with local authorities, and respond to residents' concerns promptly and effectively

We proudly manage a portfolio of prestigious communities, including Bluewaters, City Walk, Port de La Mer, Bvlgari Residences, Jumeirah Beach Residence (JBR), and Business Bay Executive Towers, among others. Additionally, we manage iconic districts, including Business Bay, Dubai Land Residences, Jaddaf Waterfront, Dubai Media City, Dubai Internet City, Dubai Studio City, Dubai Harbour, and more.


About the Job:

An opportunity has arisen for a Senior Executive – Customer Engagement to join Dubai Holding Community Management. The main duties and responsibilities of this role include:

Customer Relationship Management:  

  • Act as a key point of contact for residents, building strong and lasting relationships
  • Proactively anticipate resident needs and provide personalized support and assistance
  • Ensure all resident interactions are handled with professionalism, empathy, and efficiency
  • Maintain accurate records of resident interactions and preferences to personalize future engagements
  • Maintain a high level of professionalism while navigating difficult conversations and managing customer expectations
  • Issue Resolution: Efficiently resolve customer issues, complaints, and service requests

Team Supervision and Performance Management:

  • Daily Management: Oversee the daily workflow, staffing, and real-time queues for all the allocated customer centers to maintain Service Level Agreements and productivity targets
  • Coaching & Development: Conduct regular one-on-one coaching, performance reviews, and quality monitoring to drive continuous improvement in direct reports of knowledge, response quality, and soft skills
  • Training: Identify training needs and collaborate with training teams to develop specialized programs focused on digital communication best practices, new product knowledge, and system updates
  • Motivation: Foster a positive, high-energy team environment, managing scheduling, time-off requests, and disciplinary issues as necessary
  • Digital Operations & Quality Assurance 
  • Quality Control: Enforce quality standards for voice interactions, ensuring brand voice consistency, accurate information delivery, and appropriate tone across all written communications
  • Escalation Management: Serve as the primary point of contact for complex walk- in customer escalations, resolving high-priority issues quickly and effectively while documenting root causes for future prevention and complaints
  • Process Improvement: Proactively analyze digital service delivery processes, identify bottlenecks, reduce friction points, and report changes required to enhance operational efficiency
  • System Utilization: Ensure the team is effectively utilizing all CRM and touchpoints technologies (CRM, knowledge base, omni-channel platform) to log interactions, manage customer history and interaction, and drive First Contact Resolution (FCR)

Reporting and Self-Service Optimization:

  • Performance Reporting: Generate and analyze daily, weekly, and monthly reports on key Walk-in metrics, including CSAT, FCR Rate, Average Handle Time (AHT), average waiting time, and quality score
  • Executives' adherence to quality standards/scoring on internal quality audits
  • Employee engagement and retention rate within the supervised team

 

About You:

The ideal candidate for this position will have the following experience and qualifications:

  • Bachelor’s degree in Business Administration, Communications, or a related field
  • A minimum of 3–5 years of experience in a customer service or customer engagement role
  • Strong understanding of customer service principles and best practices
  • High level of proficiency in using CRM software and other customer service tools
  • Exceptional communication, interpersonal, and problem-solving skills
  • Demonstrated ability to handle a high volume of customer interactions and remain calm under pressure

 

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.

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