Customer Support Representative

Wasl Group; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Wasl Group in Dubai seeks a Customer Support Representative to ensure smooth customer service and operational support across Property Management (PM), Lands, Freehold, and Wasl Community Management (WCM).

You will handle inquiries, process leases and ownership transactions, ensure SLA compliance, and support digital service adoption.

Qualifications

• High school diploma or bachelor's degree in business or related field.
• Minimum 2 years in customer service, leasing, or property management operations.
• Proficiency in SAP, CRM, and digital platforms.
• Knowledge of DLD, RERA, Ejari regulations and UAE PASS.

Responsibilities

• Handle customer inquiries across PM, Lands, Freehold and WCM via walk-ins, calls, emails and portals.
• Process residential/commercial leases, renewals, terminations, and land lease transactions.
• Support SPA issuance, DLD payments and registrations, resale NOCs, UAE PASS signatures.
• Manage WCM service charges and ownership changes in SAP.
• Verify documentation, process Ejari, ensure accurate system updates.
• Coordinate with Finance on postings, refunds and reconciliations.
• Ensure compliance with policies and regulatory requirements.

Skills

Customer service

Leasing & Freehold knowledge

Payment coordination

Communication

Education

High School Diploma

Bachelor’s Degree in Business Administration or related field

Tools

SAP

CRM

Digital platforms

Job description

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Born from the vision to elevate Dubai's global prominence, Wasl was founded on May 25, 2008, with the mission to transform the city into an even more captivating destination for residents, businesses, and visitors alike. Created from the union of the Dubai Development Board and Real Estate Department, Wasl embarked on a journey of seamless integration. This strategic merger not only streamlined operations but also empowered our team with enhanced expertise, enabling us to adopt dynamic, market-driven investment strategies.

Today, Wasl stands tall as a cornerstone of Dubai's real estate landscape. As one of the city's largest and most diversified real estate management companies, we proudly oversee an expansive portfolio of landmark assets, entrusted to us by DREC and other esteemed partners.

Job Details:

Position Title: Customer Support Representative

Reports to: Customer Support Manager

Division: Property Management

Department: Customer Support (PM, Lands, Freehold & WCM)

Position Summary:

The Customer Support Representative ensures smooth customer service and operational support across Property Management (PM), Lands, Freehold, and Wasl Community Management (WCM). The role involves handling customer inquiries, processing lease & SPA and ownership transactions, ensuring SLA compliance, and supporting digital service adoption.

Job Dimensions:

Number of Staff Supervised

Direct Reports: 0

Total Reports: 0

Key Responsibilities and Performance Standards:

Key Accountabilities

• Handle customer inquiries across PM, Lands, Freehold, and WCM via walk-ins, calls, emails, and portals.
• Process residential/commercial leases, renewals, terminations, and land Main lease renewal and sublease transactions.
• Support SPA issuance, DLD payment & registration, resale NOCs, and UAE PASS digital signature processes for Freehold and PM.
• Handle WCM service charge posting, and changing of ownership account in SAP.
• Verify documentation, process Ejari, and ensure accurate system updates.
• Coordinate with Finance on payment postings, refunds, and reconciliations.
• Ensure compliance with company policies and regulatory requirements.

Key Technical Skills and Knowledge:

Technical Competency

Description

Proficiency Level

SAP & CRM Operations

Processing transactions, customer records

Intermediate

Leasing & Freehold Knowledge

Understanding of PM, Lands, and Freehold processes

Intermediate

Documentation, regulatory knowledge

Intermediate

Digital Platform Support

Support UAE PASS, portal, and online transactions

Intermediate

Payment Coordination

Handling CDM, CyberSource, Noqodi, and finance

Intermediate

Customer Service

Communication and customer handling

Advanced

Quality Assurance

Ensuring transaction accuracy and compliance

Intermediate

Ethics & Corporate Governance

Adherence to policies and confidentiality

Advanced

Communications and Working Relationships

• Internal: Property Management, Lands, Freehold, WCM, Finance, Legal, Operations, IT, Business Excellence, AMSS, Inspection, Projects, WEC.
• External: Customers, Owners, Tenants, Buyers, DLD, RERA, Trustees, DEWA, Dubai Municipality, Courier Companies, Banks, CyberSource, Noqodi.

Context, Work Environment and Decision-Making Authority

• Works in a fast-paced, customer-facing environment with a mix of front- and back-office responsibilities.
• Decisions revolve around processing customer transactions accurately, ensuring compliance, and escalating complex issues when needed.
• Supports digital transformation initiatives, requiring adaptability to evolving systems and customer needs.

Financial Responsibilities and Accountabilities

• Responsible for accurate processing of customer payments (cheques, CDM, CyberSource, Noqodi).
• Supports daily cash balancing and reconciliation with Finance.
• Handles cheque postponements, replacements, refunds, and ensures correct postings.
• Accountable for ensuring payment-related SLA compliance and accuracy.

Selection Criteria

Qualifications and Experience (Essential)

• High School Diploma or Bachelor’s Degree in Business Administration or related field.
• Minimum 2 years of experience in customer service, leasing, Freehold, or property management operations.
• Proficiency in SAP, CRM, and digital platforms.
• Knowledge of DLD, RERA, Ejari regulations.
• Experience with UAE PASS and digital service channels.
• Familiarity with payment gateways and financial coordination processes.

Note: This job description provides a broad indication of the role and responsibilities of the position. The position holder may be required to perform additional tasks and responsibilities not listed here, in line with organizational needs and changes in business priorities.

Our Values

At Wasl, we are more than just a real estate company. We are active contributors to Dubai's thriving economy, fostering enduring relationships with our valued stakeholders. Our customer-centric approach is rooted in trust, respect, and a relentless pursuit of innovation in every aspect of asset management.