Danube Group is a leading multinational conglomerate, renowned for its commitment to quality and innovation across real estate, building materials and retail sectors. With a strong presence in the Middle East and beyond, Danube Group continues to shape industries and empower communities. Founded in 1993 by Rizwan Sajan, Danube Group has grown from a small trading firm into a multi-billion-dollar conglomerate. Under his leadership and unwavering dedication, Danube has established itself as the leading building materials company in the UAE, boasting a vast network of branches throughout the region. Recognized by Forbes Middle East as one of the Top 100 Indian Leaders in the UAE, Rizwan Sajan’s vision has been instrumental in Danube’s remarkable success story.
Responsibilities
- Handle inbound and outbound customer calls professionally and efficiently.
- Respond to customer enquiries related to property, payments, handover, maintenance, complaints, and other service-related matters.
- Register, track, follow up, and close customer complaints within defined service timelines.
- Understand customer concerns, identify the root cause, and coordinate with relevant departments for resolution.
- Maintain regular follow-up with customers until the complaint or request is fully resolved.
- Attend face-to-face meetings with customers at the office, project site, or customer location when required.
- Handle escalated or dissatisfied customers calmly and professionally.
- Coordinate with departments such as Handover, Facilities Management, Collections, Construction, Sales, Legal, and other support teams.
- Maintain accurate records of customer interactions, commitments, complaints, and resolutions in CRM/Salesforce or the applicable system.
- Ensure all customer commitments and follow-up dates are monitored and completed on time.
- Provide customers with clear and accurate updates regarding the status of their requests.
- Escalate critical, sensitive, or ageing complaints to the appropriate management team.
- Participate in customer satisfaction, welcome, feedback, and follow-up calls whenever required.
- Support the FLCC team in maintaining service levels, call quality, complaint resolution, and customer satisfaction targets.
- Any other work that may be assigned to you in line with your portfolio.
Qualifications
- Bachelor’s degree or equivalent qualification preferred.
- 2–4 years of experience in customer service, contact centre, complaint management, or customer relations.
- Previous experience handling inbound and outbound customer calls is essential.
- Strong experience in handling customer complaints and escalations.
- Comfortable meeting and interacting with customers face-to-face.
- Experience in real estate, property management, hospitality, banking, telecom, or other customer-facing industries will be an advantage.
- Good working knowledge of CRM systems; Salesforce experience will be an advantage.
- Strong verbal and written communication skills in English.
- Knowledge of additional languages such as Arabic, Hindi, Urdu, or other commonly spoken UAE languages will be an advantage.
