Customer Service Representative

Ohana Development; Abu Dhabi; On-site; AED 67,000 - 112,000; Full time

Job summary

Ohana Development seeks a Customer Service Representative (Russian Speaker) to be the first point of contact for homeowners. You will log inquiries, complaints, maintenance requests and DLP notifications via phone, email, WhatsApp and portals, registering cases in CRM and CAFM.

You will coordinate work orders, track progress, keep customers updated and ensure closure within service levels. Fluent in English and Russian, with 2–5 years in customer service or call-center roles, and a relevant

Qualifications

• Diploma or bachelor’s degree in Business Administration, Customer Service, Hospitality, or related field.
• 2–5 years of active customer service or call-center experience.
• Fluent in English and Russian; experience in FM, real estate, or hospitality is a plus.

Responsibilities

• Serve as the first point of contact for homeowners via multiple channels (phone, email, WhatsApp, portals).
• Log and classify inquiries, complaints, maintenance requests, and DLP notifications in CRM/CAFM.
• Register cases and coordinate work orders with the technical team, tracking SLAs.
• Escalate complex issues to supervisors and provide timely resolutions.
• Schedule inspections and maintenance appointments, and document follow-ups.
• Maintain accurate records and generate customer communication reports.

Skills

Strong communication

English-Russian

Customer service

CRM proficiency

Problem solving

Teamwork

Education

Diploma or Bachelor's in Business Administration / related

Tools

Microsoft Office

CRM systems

CAFM platforms

Telephony systems

Job description

Customer Service Representative (Russian Speaker)

About the Role

The Customer Service Representative / Call Center Representative acts as the first point of contact for homeowners. The primary purpose of this role is to receive and log enquiries, complaints, maintenance requests, and Defect Liability Period (DLP) notifications through telephone, email, WhatsApp, and customer portals. The representative will register and classify cases, coordinate work orders, track overall progress, keep customers updated, and confirm satisfactory closure within agreed service levels.

Key Responsibilities

• Inbound & Outbound Contact: Respond promptly to customer contacts via phone, email, WhatsApp, and online portals.
• Information Provision: Explain DLP (Defect Liability Period) guidelines, AMC (Annual Maintenance Contract) packages, general maintenance, and community services clearly to clients.
• Case Registration: Register and classify customer requests, complaints, and inquiries in CRM and CAFM databases.
• Work Order Management: Create and assign work orders to the technical team, monitoring cases closely against established Service Level Agreements (SLAs).
• Escalation & Resolution: Manage customer complaints and resolve issues directly, routing complex escalations to supervisors when necessary.
• Appointment Coordination: Coordinate and schedule technical inspections and maintenance appointments.
• Reporting & Auditing: Maintain accurate records, log entries, and customer communication reports.
• Customer Feedback: Conduct follow-up satisfaction surveys and gather customer feedback following task closure.

Job Requirements

• Education: Diploma or bachelor's degree in Business Administration, Customer Service, Hospitality, or a related discipline.
• Certifications: Professional customer service or hospitality certifications are considered an advantage.
• Experience: 2–5 years of active experience in customer service or call-center operations.
• Industry Preference: Prior experience within Facilities Management (FM), property development, real estate, or high-end hospitality sectors is highly preferred.
• Fluent in English and Russian

Core Skills & Competencies

• Strong verbal and written communication skills.
• Active listening and high emotional intelligence.
• Professional telephone etiquette and a teamwork-oriented mindset.
• Proven multitasking, conflict resolution, and accurate data entry capabilities.
• Proficient in Microsoft Office, CRM databases, CAFM platforms, and standard call-centre telephony systems.

Key Performance Indicators (KPIs)

• Call Answer Rate: Maintain a call answer rate of ≥95%.
• Waiting Time: Ensure customer waiting time is ≤20 seconds.
• First-Call Resolution (FCR): Achieve an FCR rate of ≥80%.
• Customer Satisfaction (CSAT): Maintain a CSAT score of ≥90%.
• SLA Compliance: Track and achieve ≥95% compliance with internal and external SLAs.
• Response Time: Maintain a general response time of ≤30 minutes.
• Complaint Escalation: Keep complaint escalation rates to <5%.
• Shift Flexibility: Ability to work rotational shifts as required by operational schedules.