Lead - Customer Experience & Engagement; Outsourced; Real Estate background

We are currently hiring for a professional Customer Experience professional with Real Estate background, as an outsourced resource.

The Lead, Customer Experience and Engagement would be supporting in managing and enhancing all aspects of customer service delivery across Qatari Diar portfolio. The Lead should ensure consistent excellence in customer interactions, fostering engagement between all customer segments and services, and overseeing implementation of initiatives to elevate customer satisfaction and operational efficiency
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• Supervise customer service operations and address complex inquiries or escalations.
• Ensure customer interactions align with service standards and organizational values.
• Assist in the development and implementation of customer service policies and procedures.

• Act as a point of contact for residents regarding community-related issues.
• Organize community meetings and initiatives to strengthen resident relationships.
• Support the resolution of resident concerns in collaboration with other departments.

• Coordinate with landowners, regulatory bodies, and city service providers to ensure alignment on customer expectations and service delivery.
• Build partnerships with internal teams and external agencies to improve service efficiency.

• Monitor service metrics, analyze trends, and recommend process improvements.
• Support the development of quality assurance processes and procedures, innovative tools, and systems for effective service management.

• Support the development and implementation of crisis management plan to handle emergencies and unexpected situations.
• Coordinate with emergency services and other relevant departments during crisis.

• Locally available in Qatar with valid QID.
• Bachelor's degree in business administration, Customer Relations or related field.
• Should have 7+ years of experience in customer service, community engagement or related field.
• Should have experience in GCC region.

• Proficiency in MS Office and CRM tools.
• Proficient in speaking in English and Arabic.