Job Description

Location: Office Based (Business Bay)

Role: Customer Liaison Officer

Hours: UK hours, local times will be: 11pm - 7.30pm or 12pm - 8.30pm in recognition of daylight saving

Key Performance Indictors:

Acting as the primary point of contact between the organisation and its customers. Responsible for ensuring customer satisfaction by addressing inquiries, resolving complaints Facilitating communication between the customer and third party stakeholders.

Responsibilities:

Provide exceptional customer support

Serve as the main point of contact for customers, from purchase through to completion, ensuring clear and timely communication throughout. Respond to enquiries via phone, email, and in-person, providing accurate information about products or services. Address customer concerns and complaints, escalating issues to appropriate teams when necessary. Refer clients on to our affiliates accordingly. Proactively follow up with customers to ensure satisfaction with services or products. Gather feedback and relay customer insights to relevant teams for continuous improvement.

Build and maintain key stakeholder relationships

Establish strong working relationships with customers, to foster loyalty, retention and repeat custom. Nurture relationships with external stakeholders including developers, solicitors, and mortgage brokers, to ensure a smooth customer journey. Support with the planning of online and face to face events and attendance at these events to ensure they run smoothly, and clients are looked after.

Deliver seamless customer resolution

Investigate and resolve customer issues promptly and effectively, ensuring a positive customer experience. Coordinate with internal teams including sales and marketing to ensure timely delivery of solutions. Monitor and track the progress of customer requests, to ensure resolution within established timelines. Document and report reoccurring issues to identify root causes and recommend process improvements Collaborate in team meetings to share insights, best practice and support continuous improvement initiatives.

Adhere to Company compliance and processes

Adhere to company policies, procedures, and service standards. Stay informed about products, services, and industry developments to provide accurate information to customers. Prepare relevant reports.

Skills/Qualifications

Proven experience in administrative or office support roles Strong communication skills - both verbal and written Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) Exceptional organisational and multitasking abilities Comfortable working in a fast-paced, dynamic environment Ability to manage confidential information with discretion Prior experience supporting visa applications is desirable A proactive and problem-solving mindset
Job Types: Full-time, Permanent

Pay: AED14,000.00 - AED15,000.00 per month

Experience:

Sales : 2 years (Preferred)
Language:

* Fluent English (Preferred)