Senior Executive – Customer Engagement (National Talent)
Job role insights
Date posted
October 20, 2026
Hiring location
Dubai UAE
Career level
Mid Level
Quantity
1 person
Gender
Any
Description
The role focuses on building trust and delivering responsive service across customer engagement channels and community operations. It may involve direct guest or resident support, contact-centre leadership, service-quality management or coordination of community services. The postholder helps ensure that enquiries are handled consistently, issues are tracked to resolution and service performance supports a positive, dependable customer experience.
Dubai Holding seeks a dependable professional who can work collaboratively, exercise good judgement and help improve results over time. Clear ownership, respectful communication and consistent follow-through help maintain confidence among residents, guests and other stakeholders.
Key Responsibilities
- Coordinate customer requests, enquiries and complaints through the relevant service channels and follow them to closure.
- Monitor service performance, response times, customer feedback and recurring issues to identify improvement opportunities.
- Work with operations, facilities, technical and business teams to resolve cases and prevent repeated service failures.
- Maintain accurate case records, service reports, procedures and escalation paths.
- Coach colleagues or coordinate service partners where relevant, supporting consistent quality and professional communication.
- Improve customer journeys by reviewing processes, digital tools and service standards with a customer-first mindset.
Requirements and Qualifications
- Experience in customer service, contact-centre operations, community management or service delivery relevant to the role.
- Strong communication, listening, conflict resolution and stakeholder coordination skills.
- Ability to interpret service measures and use feedback to recommend practical improvements.
- Comfort with case-management, CRM or reporting systems where applicable.
- Leadership roles require a record of improving service performance and managing teams or multiple service channels.
Skills
- Customer engagement and case resolution
- Service-quality monitoring
- CRM and reporting systems
- Team coaching and escalation
- Clear, empathetic communication
Employment Details
Location: Dubai, United Arab Emirates. This vacancy is marked as a National Talent opportunity; applicants should meet the eligibility requirements in the listing.
Application: Apply online for Senior Executive - Customer Engagement (National Talent)
Skills
select-type
Full Time
Interested in this job?
30 days left to apply
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