Senior Officer - Administration

Job Description

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