Senior Officer – Administration Full Time

The Senior Officer – Administration plays a key role in supporting the Customer Care Department within the Facilities Division by overseeing administrative operations, coordinating customer service activities, and ensuring efficient communication between internal and external stakeholders. The role is responsible for maintaining departmental records, preparing reports, monitoring service performance, and supporting initiatives that enhance customer satisfaction and operational excellence. The incumbent will contribute to the achievement of departmental objectives by ensuring smooth administrative processes, effective coordination.

Responsibilities

• Provide comprehensive administrative support to the Customer Care Department and ensure the smooth execution of daily operations.
• Manage and maintain departmental records, customer correspondence, reports, contracts, and other documentation in accordance with company policies.
• Coordinate and monitor customer inquiries, complaints, feedback, and service requests, ensuring timely follow-up and resolution.
• Liaise with internal departments, contractors, and external stakeholders to facilitate effective communication and service delivery.
• Prepare periodic reports, presentations, performance dashboards, and management updates related to customer care activities.
• Monitor and track customer service Key Performance Indicators (KPIs) and contribute to continuous improvement initiatives.
• Organize and coordinate meetings, prepare agendas, record minutes of meetings, and follow up on action items.
• Maintain and update customer databases, service records, and departmental tracking systems to ensure data accuracy and confidentiality.
• Support the implementation of customer satisfaction surveys, customer engagement programs, and service excellence initiatives.
• Assist in the development, review, and enhancement of departmental procedures, policies, and service standards.
• Coordinate departmental procurement requests, purchase requisitions, and administrative requirements as needed.
• Support budget monitoring and maintain records of departmental expenditures.
• Ensure compliance with organizational policies, quality standards, and regulatory requirements.
• Coordinate training schedules, maintain departmental personnel records, and support employee engagement activities.
• Prepare official letters, memos, and communications on behalf of the department.
• Identify opportunities to improve administrative efficiency, customer experience, and operational effectiveness.
• Provide administrative support during audits, inspections, and management reviews.
• Handle confidential information with professionalism, integrity, and discretion.
• Perform any other duties and responsibilities assigned by management in line with business and operational requirements.

Qualifications

• UAE National (Emirati) with a valid Family Book.
• Minimum 4–6 years of experience in administration, customer service, customer care, or related functions.
• Experience within facilities management, government, semi-government, or service-oriented organizations is preferred.
• Highschool Diploma or Bachelors