Manager - Customer Concerns & Resolution

Job Title: Manager - Customer Concerns & Resolution

Reporting to: Director - Residential Customer Relations

Location: Dubai (full time and on-site)

Job Purpose

The job holder will be responsible for resolving customer complaints, improving satisfaction, and reducing escalations by analyzing root causes and implementing process improvements.

Key Accountabilities

• Support 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 ...