Agent Customer Service

IDCMPS; Abu Dhabi; On-site; AED 30,000 - 40,000; Full time

Job summary

IDCMPS in Abu Dhabi is looking for a Customer Support professional to engage with clients and assist in the management of customer contracts and payment processing. The successful candidate will ensure adherence to protocols and provide guidance on company policies. Candidates should hold a Diploma or High School certificate with at least one year of relevant experience. Strong document management and telephone etiquette skills are essential. As per client policy, benefits will apply.

Qualifications

• Minimum 1 year experience in relevant field.
• Must display strong document management skills.
• Ability to handle customer inquiries with professionalism.

Responsibilities

• Engage with customers in a professional manner.
• Manage customer queries and facilitate resolutions.
• Process payments and maintain accurate documentation.

Skills

Document Management

Telephone Etiquette

Education

Diploma / High School certificate

Job description

Job Description

Customer Support: Present a professional and courteous attitude when engaging with customers.

Recognise when a customer’s query requires escalation and facilitate through established protocols while remaining the primary contact from engagement to resolution.

Minimise repeat contact for administrative purposes while ensuring contracts, payment receipting, and application processes are followed accurately and step by step.

Maintain time attendance, professional attire, and company-approved greetings.

Direct escalations to appropriate parties with complete information while retaining ownership of the query until resolution.

Submit accurate contracts, process payments as per agreed procedures, and ensure detailed notes are recorded in the CRM system.

Knowledge and Fulfilment of Customer Contracts

Understand policies and procedures for customer contracts, move‑ins, move‑outs, payments, and suspension processes.

Support customer queries and provide guidance to improve understanding of policies and procedures.

Payments and Reconciliation

Process customer payments (cash, cheque, or card) in a timely manner and ensure receipts are issued and accounted for until bank deposit.

Reconcile payments and ensure secure transfer of funds from customer service location to the bank account.

Policies & Procedures

Follow all relevant Department/Unit policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Ensure the organization adheres to legal frameworks in areas such as discipline & grievance, redundancy, and employment law.

HR Policies & Procedures

Guidance and support in HR Policies & Procedures.

Health, Safety & Environment

Ensure compliance with all health, safety, and environmental management policies, procedures and controls across the department to guarantee employee safety, legislative compliance, and responsible environmental attitude.

HSE Policy

Guidance and support in HSE policy. Report any safety incidents and near misses.

Communications & Working Relationships

Internal: All internal departments. External: Customers, Clients, Property Manager.

Requirements

• Minimum Qualifications: Diploma / High School certificate
• Minimum Experience: 1 year experience in relevant field
• Competencies (Knowledge, Skills & Abilities): Document Management, Telephone Etiquette
• Behavioural competency: Progress, Partnership, Performance, Be Adaptable, Build Relations, Put Safety First, Develop Yourself, Team Player, Show Commitment, Generate Ideas, Service Minded, Deliver Consistently, Welcome New Approaches, Builds Trust, Seeks Feedback, Solve Problems, Guided by Values, Be Resilient

Benefits

• As per client policy