Customer Service Executive | Call Center

Nationwide Middle East Properties LLC; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading property management company in Abu Dhabi is seeking a Customer Service Executive for its call center. You'll manage all communication channels while ensuring customer inquiries are handled professionally. The role requires 2 years of experience in customer support, preferably in real estate. Proficiency in English is mandatory, and Arabic is a plus. The position is full-time with competitive compensation and opportunities for growth.

Benefits

Attractive salary package

Structured opportunities for professional growth

Collaborative work environment

Qualifications

• Minimum of 2 years of experience in a Call Center, Customer Support, or Help Desk environment.
• Experience within the Real Estate or Property sector is a distinct advantage.

Responsibilities

• Answer high volumes of inbound calls, emails, and chat queries professionally.
• Handle customer complaints and grievances with patience and diplomacy.
• Maintain comprehensive records in the company CRM system.
• Meet qualitative and quantitative targets regarding customer satisfaction.

Skills

Language Proficiency in English

Proficiency in Arabic

Microsoft Office Suite

CRM software/telephony systems

Active listening skills

Education

High School Diploma or equivalent

Bachelor’s degree in Business Administration

Job description

Job Title: Customer Service Executive | Call Center

Department: CRC

Location: Abu Dhabi, United Arab Emirates

Employment Type: Full-Time

Experience Level: Mid-Level (2+ Years)

Company Overview

NWMEA.com is a premier real estate platform and agency based in the UAE. We specialize in connecting clients with residential and commercial properties across the region. Our organization is dedicated to maintaining high standards of service, market integrity, and operational excellence within the Abu Dhabi property sector.

Job Purpose

The Customer Service Executive is responsible for managing all inbound and outbound communication channels within the call center. The primary objective of this role is to act as the first line of support for current and prospective clients, ensuring inquiries are handled efficiently, accurately, and professionally. This role supports the broader sales and leasing teams by qualifying leads and maintaining high levels of customer satisfaction.

Key Responsibilities & Duties

Operational Communication

• Answer high volumes of inbound calls, emails, and chat queries in a timely and professional manner.
• Identify customer needs, clarify information, and provide accurate details regarding property listings, company services, and procedures.
• Manage outbound call campaigns to follow up on leads, verify client details, or conduct customer satisfaction surveys.
• Route qualified leads to the appropriate Real Estate Agent or Department (Sales, Leasing, Property Management) efficiently.

Problem Resolution

• Handle customer complaints and grievances with patience and diplomacy.
• Investigate issues and collaborate with internal teams to provide appropriate solutions or alternatives within time limits; follow up to ensure resolution.
• De-escalate complex situations while adhering to company policies and scripts.

Administrative & Data Management

• Maintain comprehensive records of all conversations, inquiries, and lead details in the company CRM (Customer Relationship Management) system.
• Ensure all data entry is accurate and up-to-date to support reporting and analytics.
• Prepare daily or weekly reports on call volume, nature of inquiries, and pending issues for management review.

Compliance & Quality Assurance

• Adhere to all communication procedures, guidelines, and policies set by NWMEA.com.
• Meet personal and team qualitative and quantitative targets (e.g., call handling time, customer satisfaction scores, lead conversion rates).

Qualifications & Requirements

Education & Experience

• Education: High School Diploma or equivalent required; Bachelor’s degree in Business Administration or a related field is preferred.
• Experience: Minimum of 2 years of experience in a Call Center, Customer Support, or Help Desk environment. Experience within the Real Estate or Property sector is distinct advantage.

Skills & Competencies

• Language Proficiency: Native or bilingual proficiency in English (verbal and written) is mandatory. Proficiency in Arabic is highly desirable.
• Technical Skills: Proficient in Microsoft Office Suite (Excel, Word, Outlook) and comfortable using CRM software/telephony systems.
• Communication: Clear, distinct voice with excellent phone etiquette and active listening skills.
• Behavioral: Strong multi-tasking capabilities, attention to detail, and the ability to work under pressure in a target-driven environment.

Working Conditions

• Schedule: Standard office hours, with potential requirements for shift work or weekend coverage depending on business needs.
• Location: On-site at NWMEA.com Headquarters, Abu Dhabi.

Benefits

• Competitive Compensation: Attractive salary package commensurate with experience.
• Career Development: Structured opportunities for professional growth within a market-leading organization.
• Corporate Culture: A collaborative, high-performance work environment in the heart of Abu Dhabi.

Nationwide MEA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.