Customer Care Officer

United Real Estate Company (URC); Kuwait City; On-site; KWD 15,000 - 30,000; Full time

Job summary

A prominent property management firm in Kuwait City is seeking a Customer Care Officer to enhance client satisfaction and quality standards. This role involves proactive issue resolution and effective communication with tenants and owners. Ideal candidates will possess a Bachelor's degree and 3-5 years of experience in customer care, along with strong language skills in English and Arabic.

Qualifications

• 3-5 years of experience in customer care.
• Ability to communicate effectively in English and Arabic.

Responsibilities

• Handle complaints and orders from property occupants across communication channels.
• Investigate complaints and record communications.
• Respond to customer inquiries and ensure satisfaction.
• Keep management updated on customer-related matters.

Skills

Strong English language skills

Strong Arabic language skills

Customer care expertise

Education

Bachelor's degree in a relevant field

Job description

Responsible for delivering exceptional customer service to owners and tenants within the URC projects. This role involves proactive issue resolution, effective communication, and support for various property management services to enhance clients’ satisfaction and uphold quality standards.

Skill Requirements

• Bachelor's degree in a relevant field or equivalent experience.
• 3-5 years of experiance in customer care
• Strong English and Arabic language skills (written and spoken)

Responsibilities

• Receives complaints and orders from property occupants via various communication channels, telephone, email via Call Centre CRM , Property Management (PM) system and Facility management system (FMS). Review the objections/orders raised and forward and follow up them to the concerned management.
• Ensures that both an appropriate and adequate investigations takes place which includes the recording of all communications between the various parties and all information taken into consideration.
• Responds to customer inquiries and suggestions by e‑mail or through courtesy calls in a timely manner. Ensure customer satisfaction through personal recognition and prompt cordial attention during all customer interactions.
• Follows through on the resolution of all complaints with the concerned department.
• Provides a weekly report to the line manager with a summary of handled complaints and requests, and their latest status, details of significant ones, communications made with tenants, residents.
• Obtains customer satisfaction feedback on the various services provided by property management like Maintenance, Security, Housekeeping, hospitality services etc. from tenants and owners using diverse feedback tools
• Fully manages customer care support for sub‑leasing tenants, addressing their specific needs and inquiries.
• Assists the handover team in transitioning units and leasing sub‑rented units, ensuring a smooth process for tenants and owners.
• Communicates and engages with tenants through personal visits, phone calls, emails, and written communications, adhering to URC’s communication standards and protocols
• Responsible for Coordinating with internal departments (FM, Leasing, Marketing, and Operations) to ensure alignment and prompt action on customer‑related matters.
• Keeps abreast of updates and changes to URC's products and services to provide accurate information and support to tenants.
• Maintains confidentiality of all sensitive matters in the performance of job duties.
• Aids the line manager in ensuring that all standards within the customer charter are met.
• Keeps all relevant parties informed of assigned work programs as much as possible.
• Supports and advises tenants using URC organization's products or services.
• Perform other Duties as requested by line manger

Job Summary

• Job Title Customer Care Officer
• Function Property Management & Leasing
• Date Posted 18-11-2025

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