Customer Service Officer-MPM (Outsource) | Abu Dhabi, UAE

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

Job summary

A leading company in the financial sector is seeking a Customer Service Officer to handle tenant requests and manage lease transactions. This role involves providing exceptional customer service and ensuring compliance with operational procedures. Candidates should possess strong ethics and teamwork skills, with a preference for those having property management experience.

Qualifications

• 1-3 years of experience in customer service or property management preferred.
• Fluent in Arabic and English.
• Strong teamwork skills and work ethics.

Responsibilities

• Attend to tenants to facilitate lease transactions and address requests.
• Collect rental payments and document transactions accurately.
• Coordinate with other departments on tenant matters.

Skills

Knowledge of property management

Fluent communication skills in Arabic and English

Ability to work under pressure

Strong work ethics and teamwork skills

Education

Bachelor's degree

Tools

Oracle Property Management (Al Madar ERP)

Job description

Customer Service Officer - MPM (Outsource)

Company: ADIB - Abu Dhabi Islamic Bank

Location: Abu Dhabi, United Arab Emirates

Job Description

Role: Customer Service Officer (Outsource)

Role Purpose:

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

• Adhere to MPM SOPs, policies, procedures, KPIs, workflows, and SLAs to enhance department efficiency.
• Issue new lease contracts based on terms provided by the Agency Team.
• Renew existing leases at market rates updated in Oracle.
• Terminate leases following the new process.
• Collect rental payments, 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.
• Handle customer issues professionally to ensure satisfaction.
• Complete daily transactions with supporting documentation and approvals.
• Respond to customer inquiries via calls, emails, letters, or faxes.
• Process multiple tenant requests and collect fees accordingly.
• Coordinate with other departments (legal, property management, FM) regarding tenant requests.
• Update tenant contact details regularly.
• Maintain communication with the Line Manager and external tenants and entities.

System Updating

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

Required Skills and Knowledge

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

Experience and Qualifications

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

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