Director, Customer Service Excellence

About the Role

Qatari Diar is seeking a distinguished Customer Service Leader to oversee the daily operations of the Customer Service Excellence department. This role involves ensuring superior service delivery, crafting innovative strategies to elevate customer satisfaction, and meeting clearly defined KPIs consistent with organizational objectives.

Key Responsibilities

• Oversee satisfaction of clients, manage customer interactions, and ensure an outstanding experience after purchase.
• Build and sustain enduring client relationships through tailored engagement throughout the property buying and ownership phases.
• Manage escalations effectively and ensure swift resolution of complex customer challenges.
• Develop and enforce customer service standards paralleling industry best practices, ensuring consistent positive interactions across all customer touchpoints.
• Create policies that uphold seamless and favorable customer experiences across channels.
• Design advanced KPI dashboards to track real-time customer satisfaction, response and resolution rates, enabling actionable insights for ongoing improvements.
• Leverage data analytics to produce comprehensive reports for leadership, illuminating service trends, advancements, and strategic guidance.
• Implement an automated complaint resolution system to efficiently manage and resolve issues, aiming to reduce churn and boost loyalty.
• Predict and manage risks potentially impacting customer relationships or brand image.
• Drive a positive customer journey encouraging loyalty, referrals, and enhancing Qatari Diar's reputation.
• Lead post-sales functions such as process standardization for final inspections, property handovers, and warranty and maintenance oversight.
• Efficiently handle post-purchase queries to increase customer satisfaction.
• Establish structured feedback systems to detect service deficiencies and opportunities for enhancement.
• Work collaboratively with various teams like sales, construction, and marketing to resolve persistent issues and enhance future projects.
• Ensure full compliance of customer service operations with relevant industry standards and company policies, and adapt promptly to changes in local and global real estate regulations.
• Cultivate a culture of high performance by enforcing strong talent management including evaluation, recruitment, training, and development in partnership with HR.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Engineering, Science, or related fields, with an MBA in Marketing or equivalent qualification.
• Minimum 15 years’ experience in customer service within the real estate sector, specifically focused on the GCC/Qatar market.
• At least 5 years in a leadership role overseeing customer service functions.
• Proven expertise in managing the entire customer lifecycle and enhancing the customer experience.
• Sound understanding and practical experience with CRM systems.