Full job description

We are seeking an experienced Head of Customer Service to lead and elevate the client experience across our real estate brokerage operations in Dubai.

The ideal candidate is a strong leader with deep knowledge of the Dubai real estate market, a passion for customer excellence, and the ability to build scalable service processes that support business growth.

Key Responsibilities

• Lead and manage the customer service function across sales, leasing, and after-sales operations
• Develop and implement customer service strategies, KPIs, and service standards
• Ensure a seamless and premium client experience at all touchpoints
• Handle and resolve escalated client issues and complex cases professionally
• Collaborate closely with brokers, sales managers, developers, and operations teams
• Oversee CRM usage, client communications, documentation, and follow-ups
• Monitor customer satisfaction, reviews, and feedback, driving continuous improvement
• Ensure full compliance with RERA, DLD, and UAE real estate regulations
• Train and mentor the customer service team and support brokers with client service best practices

Requirements

• Proven experience in Dubai real estate brokerage or in Developer
• Strong understanding of RERA/DLD regulations and transaction processes
• Excellent leadership, communication, and problem-solving skills

Benefits

• Competitive salary package
• Opportunity to lead a key function in a growing real estate brokerage
• Professional and dynamic working environment
• Career growth and leadership exposure in the Dubai real estate market