Client Support

Frank Porter; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Frank Porter in Dubai is seeking a dedicated Client Support professional to ensure property owners receive exceptional service in an onsite environment. You will manage owner communications, verify guest details, and coordinate with Accounts, Operations, and Maintenance to keep processes smooth and timely.

The role emphasizes rapid response, thorough documentation, and proactive problem-solving to maintain high owner satisfaction and efficient property onboarding.

Qualifications

• 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.

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.

Skills

Customer service

Relationship management

Coordination

Organizational skills

Problem solving

Attention to detail

Multitasking

Proactive

Communication

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.