Manager - Customer Concerns & Resolution DUBAI PROPERTIES GROUP LLC

The main duties and responsibilities of this role:

The job holder accountable for handling and resolving sensitive, high-priority complaints from DHRE’s HNI and UHNI clients, ensuring exceptional service delivery while protecting client relationships and brand reputation.

Key Responsibilities:

• Investigate customer complaints, collaborate with relevant departments, and implement effective solutions to resolve issues and improve customer satisfaction and retention.

• Actively manage customer expectations, providing regular updates on complaint status and resolution timelines to ensure clear communication.

• Conduct in-depth analysis of recurring complaints to identify systemic issues and recommend process improvements aimed at minimizing future escalations and enhancing service efficiency.

• Implement corrective actions and proactive measures to address underlying issues that contribute to customer dissatisfaction.

• Recommend and implement process improvements that reduce complaint volume and increase service effectiveness, focusing on operational efficiency and customer satisfaction.

• Work closely with the quality assurance and operations teams to drive continuous improvement initiatives across customer service processes.

• Ensure all complaint management procedures comply with company policies, industry regulations, and legal requirements to safeguard both the organization and its customers.

• Regularly review complaint management practices to ensure compliance with evolving regulatory standards and industry best practices.

• Maintain accurate documentation of complaint handling and resolution, ensuring compliance with regulatory standards and internal reporting requirements for transparency and accountability.

• Prepare and present regular reports on complaint trends, resolutions, and process improvements to senior management.

• Collaborate with internal teams, senior management, and external regulatory bodies to resolve complex complaints and ensure timely escalation and resolution within agreed service levels.

• Facilitate discussions with senior leaders to ensure alignment on complaint handling strategies and ensure escalated complaints are prioritized effectively.

• Monitor and analyze complaint trends to identify patterns, generating comprehensive reports to inform decision-making and strategic planning. Use data-driven insights to forecast potential service issues and proactively mitigate customer dissatisfaction before it escalates.

• Provide actionable insights to senior management to support strategic initiatives aimed at improving overall customer experience and enhancing service quality.

• Leverage customer feedback, surveys, and complaint data to drive key initiatives that enhance the overall commercial customer journey.

• Stay informed on industry trends and customer service best practices to ensure that complaint management practices remain competitive and aligned with current standards.