Client Support

Frank Porter Vacation Homes Rental LLC; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

Frank Porter Vacation Homes Rental LLC in Dubai seeks a Client Support professional to ensure property owners receive exceptional service in an onsite role. You will manage owner communications, verify IDs for check-ins, and coordinate across Accounts, Operations, and Comms to maintain timely responses and smooth onboarding.

With 3+ years in client support or hospitality, you will handle enquiries, manage retention opportunities, and document all interactions to support seamless property

Qualifications

• 3+ years of experience in client support or customer service.
• Experience in holiday homes, hospitality or real estate preferred.
• Strong coordination, organization and follow-up skills.
• Proactive, customer-focused with professional owner relationship management.

Responsibilities

• Respond to owner enquiries with same-day turnaround.
• Review upcoming stays and prepare access codes and info.
• Verify passport and Emirates ID details for guest check-ins.
• Maintain the Support Tracker with owner conversations and actions.
• Conduct Welcome Calls to explain procedures and payouts.
• Coordinate with Accounts and Operations on cancellations and handovers.
• Handle owner payout queries and coordinate with Accounts.
• Escalate urgent issues to management as needed.
• Document all owner communications and pending actions.

Skills

Client support

Customer service

Relationship management

Property management

Job description

Role Overview

As a Client Support professional you will play a pivotal role in ensuring property owners receive exceptional service as part of our team in Dubai operating within a fully ONSITE environment. You will be responsible for fostering strong owner relationships, delivering rapid and precise responses to owner enquiries and delivering a seamless onboarding experience for new clients.

Key Responsibilities

• Manage owner communication and ensure all owner queries and requests receive a response within the same business day
• Review upcoming owner stays and ensure access codes and relevant information are ready
• Verify passport and Emirates ID details for upcoming guest check-ins
• Monitor the Support Inbox, identify urgent requests and follow up on pending matters from the previous day
• Conduct Welcome Calls for new owners when properties go live, explaining communication procedures, payout timelines and support processes
• Maintain and update the Support Tracker with owner conversations, pending actions, approved improvements and completion status
• Manage owner cancellation requests by understanding the reasons, reviewing contractual terms and exploring retention opportunities where appropriate
• Coordinate with Accounts and Operations regarding confirmed cancellations and property handover arrangements
• Handle routine owner payout queries and coordinate with Accounts regarding statements, payment holds and outstanding payment requests
• Review maintenance quotations and improvement proposals before sharing them with owners, ensuring the scope and costs are clearly understood
• Follow up on owner approvals for maintenance work and property improvements, coordinating with relevant departments as required
• Inform owners promptly about utility-related service interruptions and actions taken to resolve them
• Liaise with Accounts, Operations, Maintenance and Communications (Comms) teams to resolve owner concerns and ensure timely follow-ups
• Escalate urgent issues and matters requiring management approval to the appropriate stakeholders
• Ensure all important owner communications, approvals and pending actions are accurately documented and tracked

Key Requirements

• Minimum 3 years of experience in client support, customer service, relationship management or property management
• Experience in holiday homes, hospitality or real estate is preferred
• Strong coordination organizational and follow-up skills
• Strong problem-solving abilities and attention to detail
• Ability to manage multiple requests, prioritize tasks and coordinate effectively across departments
• Proactive customer-focused and capable of managing owner relationships professionally