Call Center Representative

Wadan Developments LLC; Dubai; On-site; AED 48,000 - 72,000; Full time

Job summary

Wadan Developments LLC seeks a customer-focused Call Center Executive to manage inbound/outbound calls, qualify leads, and schedule property viewings. You will record interactions in the CRM and collaborate with Sales, Marketing, and Property Management to resolve inquiries.

Fluency in English is required; Arabic is a plus; UAE real estate sector experience is preferred. Join a dynamic team delivering accurate information on projects, payment plans, and services while meeting KPIs for call

Qualifications

• Diploma or Bachelor's degree preferred.
• 1–3 years of experience in call center, customer service, telesales, or real estate.
• Experience in the UAE real estate sector is an advantage.
• Excellent verbal and written communication in English; Arabic a plus.
• Strong customer service and interpersonal skills.
• Ability to handle multiple calls and requests efficiently.
• Proficient with CRM systems and call-center software.

Responsibilities

• Handle inbound calls from customers in a professional manner.
• Make outbound calls to leads and clients as required.
• Provide accurate information about real estate projects, payments, availability, and services.
• Identify customer requirements and qualify leads before transfer.
• Schedule property viewings and appointments.
• Follow up with leads and customers per procedures.
• Document interactions in the CRM and maintain records.
• Coordinate with Sales, Marketing, Handover, Property Management, Finance.
• Follow call scripts, quality standards, and policies.
• Meet KPIs: call volume, response time, lead conversion, CSAT.

Skills

Customer service

Communication

Telesales

Education

Diploma or Bachelor's degree

Tools

CRM systems

Microsoft Office

Call-center software

Job description

We are looking for a customer-focused and articulate Call Center Executive to manage inbound and outbound customer interactions, provide accurate information on our real estate projects and services, qualify and follow up on leads, schedule appointments, and ensure every customer interaction is professionally handled and accurately recorded in the CRM.

• Handle inbound calls from existing and prospective customers in a professional and courteous manner.
• Make outbound calls to prospective customers, leads, and existing clients as required.
• Provide accurate information about real estate projects, properties, payment plans, availability, facilities, locations, and company services.
• Identify customer requirements and qualify leads before transferring them to the appropriate Sales or Customer Service team.
• Schedule property viewings, sales appointments, callbacks, and other customer interactions.
• Follow up with leads and customers in accordance with company procedures.
• Handle customer complaints and inquiries professionally, escalating complex issues to the relevant department when necessary.
• Maintain accurate and up-to-date customer information and call records in the CRM system.
• Ensure all customer interactions are properly documented and tracked.
• Coordinate with Sales, Marketing, Handover, Property Management, Finance, and other departments to resolve customer requests.
• Follow established call scripts, quality standards, and company policies.
• Meet assigned KPIs, including call volume, response time, lead conversion/qualification, customer satisfaction, and follow-up performance.
• Maintain confidentiality of customer and company information.
• Stay updated on the developer's current projects, promotions, payment plans, and policies.
• Participate in training, coaching, and quality-monitoring programs.

Requirements

• Diploma or Bachelor’s degree preferred.
• 1–3 years of experience in a call center, customer service, telesales, or real estate environment.
• Experience in the UAE real estate sector is an advantage.
• Excellent verbal and written communication skills in English. & Arabic (additional languages would be an advantage.)
• Strong customer service and interpersonal skills.
• Good telephone etiquette and active listening abilities.
• Ability to handle multiple calls and customer requests efficiently.
• Comfortable working with CRM systems, Microsoft Office, and call-center software.
• Strong follow-up, organization, and problem-solving skills.
• Ability to work under pressure and achieve performance targets.