Senior Executive - Property Services - Dubai Holding Real Estate

Job Title

Dubai Holding's Real Estate Business

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 support the section by proactively anticipating customer needs and delivering high-quality service. This role ensures efficient and effective customer interactions aligned with the company's customer care strategy, enhancing the overall customer experience and maintaining a competitive, distinctive service throughout the customer lifecycle.

Key Accountabilities:

• Responsible to review client submitted value-added service related requests and communicating to client for any additional documents, drawings needed, reference to DDA GIS details, design guidelines, matrix and execute to DHLE technical team on the system.
• Conduct client meetings to provide technical clarifications for ongoing and rejected cases through face-to-face interactions, phone calls, and Teams meetings.
• Engage with VIP clients to explain processes and general requirements for LTS VAS via phone calls, face-to-face meetings, and Teams meetings.
• Timely escalate customer issues to the appropriate department, stakeholders when unable to handle interactions at the first point of contact so that the issue can be resolved and ensure that customers are informed accurately about progress and the time needed for resolution.
• Preparing excel sheet to follow up on weekly technical meeting with DHLE for escalated, ongoing, VIP cases.
• Provide a channel of communication across various Land Technical customers for smooth information flow and so that customer complaints are resolved in an efficient and timely manner.
• Responsible for proactively resolving customer complaints/issues within the delegated level of authority or referring the problem for resolution by management in an efficient, courteous and professional manner in order to maintain the goodwill of the customer and retain customer loyalty.
• Ensure that all customer complaints are accurately and timely captured and recorded so that issues can be responded to speedily delivering a positive message to customers.
• Compile relevant customer data and statistics, such as buying habits, preferences, trends etc. in order to assist the development of good customer relations and complaint free environment.
• Handle the outbound service when required e.g. telemarketing or customer surveys or customer communications in order to provide a high standard of service which leads to customer satisfaction.
• Follow up with internal teams Dubai Community Management and implement improvement initiatives that enhance the turnaround time of each request.
• Coordinate with different stakeholders, such as urban planning, infrastructure, Business Development, DCM, for the each cases status update prior and post initiating NOC to customer.

Qualifications, Experiences, Skills:

• Bachelor's degree in civil engineering or related field.
• Min. 3 to 5 years' relevant experience
• Proficient in Microsoft Office suite, CRM software.
• Excellent communication skills in English.
• Negotiation skills
• Ability to read and interpret architectural plans, technical drawings, and specifications.
• Time Management
• Proven ability to troubleshoot and resolve customer issues.
• Ability to manage multiple tasks simultaneously, prioritize tasks effectively, and meet deadlines while maintaining attention to detail.
• Proficient in troubleshooting and resolving customer complaints.
• Confident and self-assured individual with strong decision-making capabilities

Job Specific Skills:

• Construction Management
• Project Management skills
• Well versed in using project programming software; Ms. Office suite - Power-point; Power BI for dashboards / reporting. Skilled in Primavera – preferred.
• Demonstrated skills in building and maintaining strong relationships with internal and external stakeholders
• Strong communication and interpersonal skill
• Excellent analytical skills
• Proficient in risk, issue, and change management
• Effective reporting and presentation skills for senior leadership and board
• Proficient negotiation abilities

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.