Customer Service Officer-MPM (Outsource)

ADIB; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution in the United Arab Emirates seeks a Customer Service Officer (Outsource) to facilitate tenant interactions for leasing processes in Abu Dhabi. The role requires 1-3 years of experience in customer service, ideally in property management. Candidates should possess good knowledge of property management and effective communication skills in Arabic and English. Strong work ethics and the ability to work under pressure are essential. This position offers an opportunity to enhance customer service quality in the property sector.

Qualifications

• 1-3 years’ work experience in customer service or a relevant role, preferably in property management.
• Good knowledge of property management practices.

Responsibilities

• Attend tenants to facilitate lease issuance and renewals.
• Provide high quality customer service and resolve queries.
• Collect and manage transaction documents efficiently.

Skills

Good knowledge of property management

Experience in Oracle Property Management application (Al Madar ERP)

Good communication skills in Arabic & English

Strong work ethics

Team Work

Work under pressure

Education

Bachelor's degree

Job description

Role: Customer Service Officer (Outsource)

Location: Abu Dhabi

Role Purpose

1- Attend tenants (private and from government entities) in order to facilitate in issuing new leases, renewing of existing leases, termination of leases, issuance of Tawtheeq (Municipality) contracts. Attending tenants with their various kind of “Multiple requests” and complaints etc.

2- Work according to established SOPs, policies & procedures and Property Operations guidelines.

3- Provide high quality of customer service.

Key Metrics

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

Policies, Procedures and Processes

Follow MPM SOPs, policies & procedures, KPIs, work flow processes and “service level agreements” (SLA’s) to improve the operating quality and efficiency of the department.

Assignments

• Issuing of new lease contracts after receiving terms & conditions of lease from Agency Team.
• Renewal of existing leases as per market rate already updated in Oracle.
• Termination of lease contracts as per the new applied process.
• Collection of approved rental amount, security deposit and MPM standard fee and charges without any error.
• Collecting valid documents from the tenants at the time of any kind of transaction.
• Reconciling cash and cheques received during the day with “Daily Cashier Collection Report” and handover collection to Cashier.
• Attending and solving issues relating to customers in a highly professional and decent way in order to provide a satisfactory service to customers on an ongoing basis.
• Ensure regular daily transactions are completed and required supporting documents / approval are obtained and scanned in the system.
• Responding customers’ queries through calls, letters / e-mail, fax etc.
• Receive and submit customers multiple requests / queries with all required documents and to collect MPM standard fee / charges.
• Liaising with MPM other departments (i.e. legal, Property management, FM, …etc) with regard tenants’ requests.
• Updating tenants’ contact details in regular basis.
• Communication / Working relationship; regular contact with Line Manager and externally with Private entities and other tenants.

System Updating

• Updating of Oracle with latest contact details of tenants i.e. Mobile numbers, land line, fax number, e-mail addresses, P.O. Box, etc.
• Scanning of all transaction documents i.e. signed lease contracts, Tawtheeq contracts, supporting documents etc.

Specialist Skills / Technical Knowledge Required for this role

• Good knowledge of property management,
• Experience in Oracle Property Management application (Al Madar ERP),
• Good communication skills in Arabic & English
• Strong work ethics,
• Team Work,
• Work under pressure.

Previous experience

• 1-3 years’ work experience in customer service or a relevant role, in property management is preferred.
• Qualification; Preferably bachelor’s degree