Executive - Customer Engagement - Dubai Holding Community Management

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 an Executive - Customer Engagement to join Dubai Holding Community Management. The main duties and responsibilities of this role include:

• Customer Relationship Management: Act as a main point of contact for all resident inquiries, in-person visits and cascaded escalation. Address all questions and concerns regarding community services, facilities, and policies
• 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: Handle and resolve resident complaints and service requests in a timely and professional manner. Coordinate with relevant internal departments and escalate when applicable to ensure issues are tracked and resolved to the residents’ satisfaction
• Communication: Maintain clear, empathetic, and professional communication with community members always. Document and track all resident interactions and feedback in the designated customer relationship management (CRM) system
• Community Engagement: Actively participate in community events and initiatives to build rapport and gather direct feedback from residents. Promote a sense of community by keeping residents informed about upcoming events and projects

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

• A minimum of 3–5 years of experience in a customer service, client-facing, or community management role
• The ability to work effectively both independently and as part of a team
• High level of proficiency with CRM software and other customer management tools
• Excellent communication and interpersonal skills, with a friendly and patient demeanour
• Strong problem-solving abilities and a proactive approach to issue resolution

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.