Director of Customer Service

Job Title: Director – Customer Care (BTS)

Location: Dubai, UAE

Division: Commercial- Real Estate

Department: Customer Care

Job Purpose

We are seeking an experienced Director – Customer Care (Built-to-Sell) to lead and continuously enhance customer service operations, ensuring exceptional customer experience across the BTS lifecycle. The role focuses on driving customer satisfaction, loyalty, and retention through operational excellence, data-driven strategies, and cross-functional collaboration.

Key Responsibilities

Lead and oversee end-to-end Customer Care operations , including after-sales, sales operations, handover, and beneficial occupation processes.
Act as the primary point of contact between customers and internal stakeholders, ensuring effective issue resolution in line with governance frameworks and DOA.
Design and implement efficient workflows to improve service quality, NPS, CSAT, and overall customer metrics.
Develop and execute customer experience improvement strategies using insights from Voice of Customer, Voice of Associate, and business intelligence.
Monitor service volumes, KPIs, and customer feedback to optimize resource allocation and operational standards .
Implement customer service policies, systems, and procedures aligned with agreed SLAs and risk standards.
Drive complaint management , ensuring timely, accurate resolution and feedback coordination with relevant departments.
Lead service quality audits , identify gaps, and implement corrective action plans.
Oversee pre- and post-handover customer engagement across communities and projects.
Prepare and present monthly customer care reports , analytics, trends, and performance insights to senior leadership.
Collaborate closely with senior leaders to ensure customer management strategies align with overall business objectives.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)
Customer Query Resolution & Turnaround Time
Customer Service Quality Metrics

Qualifications & Experience

Bachelor’s degree in Business, Marketing, or Communication Management (Master’s preferred).
Certifications such as CCXP, CRM, or CCSP are an advantage.
8–10 years of experience in customer service, CRM, sales, or marketing, with minimum 5 years in a leadership role .

Skills & Competencies