Senior CRM & Contact Centre Executive

Department: CRM (Customer Relationship Management)

Reporting To: Senior CRM Manager

Shift Pattern: 09:00 AM – 06:00 PM (Rotating/Staggered support for 10:00 AM – 07:00 PM)

1. Job Purpose

The Senior CRM Executive will lead a team of 3 agents, overseeing the transition from a reception-based model to a centralized, CRM-driven call centre. The primary goal is to ensure all inbound (800-number) and outbound (mobile) communications are recorded, logged, and resolved within the company’s service level agreements (SLAs), specifically focusing on maintaining the high standards required in the Dubai real estate market.

2. Key Responsibilities

A. Team Leadership & Operations

* Manage a team of 3 CRM Agents, ensuring shift coverage and high productivity.

* Monitor live call queues and ensure the "800 Number" is answered within 3 rings.

* Act as the first point of escalation for complex client grievances or legal-related inquiries.

B. Quality Assurance (Call Recording)

* Utilize the call recording system to conduct weekly audits of agent interactions.

* Score calls based on the Departmental Quality Scorecard to ensure professionalism and accuracy.

* Provide 1-on-1 coaching sessions to improve the team's communication and technical skills.

C. CRM Governance & Data Integrity

* Ensure every customer interaction (Phone, WhatsApp, Email) is accurately tagged and updated in the CRM.

* Audit the CRM daily to ensure no "Open Tickets" or "Complaints" are left unaddressed beyond 48 hours.

* Generate and present the Weekly Performance Report to Management.

D. Dubai Real Estate Compliance

* Ensure the team is updated on all DLD (Dubai Land Department) and RERA regulations.

* Safeguard company reputation by ensuring all information provided regarding project status, payments, and handovers is 100% accurate.

3. Required Qualifications & Experience

* Experience: Minimum 4-5 years in a Call Centre role within the Dubai Real Estate industry.

* Systems: Proficiency in CRM software (e.g., Salesforce, Zoho, or Microsoft Dynamics) and call centre telephony systems.

* Languages: Professional fluency in English (Arabic is a significant advantage).

* Skills: Strong conflict resolution skills, data-driven mindset, and the ability to lead a small team under pressure.

4. Performance Indicators (KPIs)

* Team Response Rate: > 95%

* Complaint Resolution Rate: 100% within 48 hours.

* Audit Score: Maintain a team average of 85% on call quality audits.

Job Type: Full-time