Senior Officer – Administration

Job Description

Senior Officer – Administration
 

Senior Officer – Administration plays a key role in enhancing customer satisfaction by overseeing end-to-end customer interactions within the facilities management environment. The position ensures prompt response to service requests, effective complaint resolution, and continuous improvement of customer experience through close coordination with operations and maintenance teams.

Responsibilities

Oversee daily customer service operations including handling inquiries, complaints, and service requests.

Ensure timely logging, tracking, and closure of customer requests through CAFM/CRM systems.

Coordinate with facilities teams to ensure prompt resolution of maintenance and service issues.

Maintain accurate records of customer interactions, complaints, and resolutions.

Ensure adherence to SLAs, KPIs, and company service standards.

Monitor service response times and escalate critical issues when required.

Conduct quality checks on customer interactions to maintain service excellence.

Support the preparation of periodic reports on service performance and customer satisfaction.

Assist in implementing customer feedback systems such as surveys and service reviews.

Qualifications

Bachelor’s Degree in Business Administration, Customer Experience, Facilities Management, or a related field.

Minimum 3–5 years of experience in customer service, call center, or facilities management environment.

Strong communication, problem-solving, and customer handling skills.

Proficiency in MS Office and customer service/CAFM/CRM systems.

Ability to manage multiple requests and work in a fast-paced environment.

Good knowledge of service standards, SLAs, and customer experience practices.

UAE National (Emirati) with valid Family Book is mandatory