Customer Service Officer-MPM (Outsource)

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company seeks a Customer Service Officer (Outsource) in Abu Dhabi to manage tenant interactions and property leasing. The ideal candidate will have 1-3 years of customer service experience, a bachelor’s degree, and strong skills in property management and Oracle software. Responsibilities include lease management, payment collection, and ensuring customer satisfaction through effective communication in both Arabic and English.

Qualifications

• 1-3 years in customer service or property management preferred.
• Experience with Oracle Property Management is beneficial.

Responsibilities

• Attend tenants to facilitate lease processes and handle requests.
• Provide high-quality customer service and resolve issues.
• Update Oracle with tenant details and maintain documentation.

Skills

Knowledge of property management

Experience with Oracle Property Management

Proficiency in Arabic

Proficiency in English

Strong work ethics

Teamwork

Ability to work under pressure

Education

Bachelor’s degree

Job description

Description

Role: Customer Service Officer (Outsource)

Location: Abu Dhabi

Role Purpose:

1. Attend tenants (private and government entities) to facilitate issuing new leases, renewing existing leases, terminating leases, and issuing Tawtheeq (Municipality) contracts. Handle various requests and complaints from tenants.
2. Follow established SOPs, policies, procedures, and Property Operations guidelines.
3. Provide high-quality customer service.

Key Metrics:

• Revenue
• Expenses
• Net Income
• Assets
• Headcount
• Number of branches
• Number of ATMs
• Number of Direct Reports

Key Accountabilities:

Follow MPM SOPs, policies, procedures, KPIs, workflow processes, and SLAs to improve operational quality and efficiency.

Handle assignments such as:

• Issuing new lease contracts based on terms & conditions from the Agency Team.
• Renewals of existing leases at market rate as updated in Oracle.
• Termination of lease contracts following the new process.
• Collect rental payments, security deposits, and standard fees without errors.
• Collect valid documents from tenants during transactions.
• Reconcile cash and cheques and hand over collections to the cashier.
• Resolve customer issues professionally to ensure satisfaction.
• Complete daily transactions with supporting documentation.
• Respond to customer queries via calls, letters, email, fax.
• Handle multiple requests and collect applicable fees/charges.
• Liaise with other departments regarding tenant requests.
• Update tenant contact details regularly.
• Maintain communication with management and external tenants/entities.

System Updating:

• Update Oracle with latest tenant contact details.
• Scan and store transaction documents and contracts.

Skills & Knowledge:

• Knowledge of property management
• Experience with Oracle Property Management (Al Madar ERP)
• Proficiency in Arabic & English communication
• Strong work ethics and teamwork
• Ability to work under pressure

Experience & Qualifications:

• 1-3 years in customer service or property management preferred
• Bachelor’s degree preferred

Note: The seniority level is unclear.