Customer Support Accounts Officer-UAEN

Wasl Group; Dubai; On-site; AED 90,000 - 120,000; Full time

Job summary

A leading real estate company in Dubai is seeking a Customer Service Manager to oversee operations and manage online transactions. The successful candidate will have a Bachelor’s degree and a minimum of 5 years experience in customer service operations. Key responsibilities include ensuring SLA adherence, conducting quality audits, and coaching junior staff. Proficiency in CRM systems is essential. This position offers opportunities for professional growth and development.

Qualifications

• Minimum 5 years of relevant experience in customer service operations, preferably in real estate.
• Proficiency in CRM systems, SLA monitoring, and reporting.

Responsibilities

• Manage online customer transactions and escalations, ensuring SLA adherence.
• Conduct quality audits and prepare reports for SLA compliance.
• Coach junior staff and participate in CRM testing.

Skills

CRM System Proficiency

Customer Service & Complaint Handling

Data Analysis & Reporting

Education

Bachelor’s degree in Business Administration or related field

Job description

POSITION SUMMARY

Responsible for overseeing and managing customer service operations through CRM and digital service platforms, escalations, and online transactions. Ensures adherence to SLAs, accuracy of records, and timely case resolution. Supports process improvement, provides coaching to junior staff, and drives satisfaction through quality monitoring, reporting, and system enhancement participation.

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS

• Manage online customer transactions, escalations, and ensuring SLA adherence and CRM accuracy
• Monitor and report performance, identifying process gaps
• Conduct quality audits, prepare reports, and ensure SLA compliance
• Coach and mentor junior staff through training and feedback
• Participate in CRM testing and rollout initiatives
• Coordinate with Finance for payment reconciliations
• Ensure compliance with information security policies
• Provide performance insights to management through reports

Key Technical Skills and Knowledge

CRM System Proficiency

Managing customer requests, renewals, and escalations through CRM and digital channel

Advance

Customer Service & Complaint Handlin

Handling complex cases, ensuring quality and professional communication

Advance

Data Analysis & Reporting

Preparing and interpreting service and performance report

SLA & Process Compliance

Ensuring adherence to defined SLAs and internal control

Advance

Team Coaching & Mentoring

Conducting training and feedback sessions for junior staff

Business Process Improvement

Identifying opportunities for automation and workflow enhancement

FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIES

• Verifies rent payments, sublease renewals, and financial records. Coordinates with Finance for reconciliation and supports initiatives for revenue assurance and timely rent collection

SELECTION CRITERI

Qualifications and Experience (Essential

• Bachelor’s degree in Business Administration or related field
• Minimum 5 years of relevant experience in customer service operations, preferably in real estate
• Proficiency in CRM systems, SLA monitoring, and reporting
• Strong communication, analytical, and leadership skill(Desirable)
• Experience in digital transformation or automation initiative
• Certification in customer service excellence, CRM, or process improvement

How to App

Interested in taking the next step in your career? Apply now by submitting your resume . We look forward to hearing from you!