Customer Service Officer-MPM (Outsource)

ADIB; United Arab Emirates; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading company in the UAE is seeking a Customer Service Officer to handle tenant requests, issue lease contracts, and ensure high-quality customer service. The role requires knowledge of property management and effective communication in Arabic and English. Candidates with 1-3 years of experience and a bachelor's degree are preferred. This position offers an opportunity to work in a dynamic environment with diverse responsibilities.

Qualifications

• 1-3 years in customer service or property management preferred.
• Fluent in Arabic & English communication skills.
• Strong work ethics and ability to work under pressure.

Responsibilities

• Attend tenants for lease management and issue Tawtheeq contracts.
• Provide high-quality customer service and resolve queries.
• Update tenant information and maintain communication with various departments.

Skills

Knowledge of property management

Communication skills in Arabic & English

Teamwork

Ability to work under pressure

Education

Bachelor's degree preferred

Tools

Oracle Property Management (Al Madar ERP)

Job description

Role : Customer Service Officer (Outsource)

Role Purpose :

1- Attend tenants (private and from government entities) to facilitate issuing new leases, renewing existing leases, terminating leases, and issuing Tawtheeq (Municipality) contracts. Handle various tenant requests and complaints.

2- Work according to 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 :

Policies, Procedures and Processes

Follow MPM SOPs, policies & procedures, KPIs, workflows, and SLAs to improve department efficiency.

Assignments :

• Issue new lease contracts based on terms from the Agency Team.
• Renew existing leases as per market rate updated in Oracle.
• Terminate lease contracts following the new process.
• Collect rental amounts, security deposits, and standard fees accurately.
• Collect valid documents from tenants during transactions.
• Reconcile daily cash and cheques with the Cashier’s report and hand over collections.
• Resolve customer issues professionally to ensure satisfaction.
• Complete daily transactions with supporting documents and approvals.
• Respond to customer queries via calls, emails, faxes, etc.
• Handle multiple requests and collect fees accordingly.
• Liaise with other departments (legal, property management, FM, etc.) regarding tenant requests.
• Update tenant contact details regularly.
• Maintain communication with Line Manager, private entities, and tenants.

System Updating :

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

Skills & Technical Knowledge :

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

Experience & Qualifications :

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