Customer Service Representative

Overview

The Customer Service Representative position is based in Abu Dhabi, UAE, serving as the initial point of contact for homeowners. The role involves handling and documenting enquiries, complaints, maintenance requests, and Defect Liability Period (DLP) notifications received through various channels such as phone, email, WhatsApp, and customer portals. The individual will be responsible for registering and categorizing cases, coordinating work orders, monitoring progress, updating customers, and ensuring satisfactory closure according to agreed service levels.

Key Responsibilities

• Promptly handle inbound and outbound communications via telephone, email, WhatsApp, and online platforms.
• Provide clear explanations on DLP terms, Annual Maintenance Contract options, general maintenance, and community services to clients.
• Log and classify all customer requests, complaints, and queries accurately into CRM and CAFM systems.
• Generate and assign work orders to technical teams, monitoring each case to meet Service Level Agreements (SLAs).
• Manage and resolve customer complaints efficiently, escalating complex issues to supervisors as needed.
• Arrange appointments for technical inspections and maintenance activities.
• Maintain detailed records and reports of customer interactions and case statuses.
• Conduct follow-ups through satisfaction surveys and collect customer feedback after task completion.

Qualifications and Requirements

• Diploma or bachelor's degree in Business Administration, Customer Service, Hospitality, or related fields.
• Professional certifications in customer service or hospitality are advantageous.
• 2 to 5 years of experience in customer service or call center roles.
• Preferred experience in Facilities Management, property development, real estate, or luxury hospitality sectors.

Skills and Competencies

• Excellent verbal and written communication abilities.
• Strong active listening skills coupled with high emotional intelligence.
• Professional telephone manners and a collaborative team approach.
• Effective multitasking, conflict resolution, and precise data entry skills.
• Proficient with Microsoft Office suite, CRM, CAFM platforms, and standard call center telephony software.

Performance Metrics

• Achieve a call answer rate of 95% or higher.
• Limit customer wait times to 20 seconds or less.
• Maintain a First-Call Resolution rate of at least 80%.
• Ensure customer satisfaction scores exceed 90%.
• Comply with SLAs at a rate of 95% or more.
• Respond to customer inquiries within 30 minutes on average.
• Keep complaint escalation rates below 5%.
• Ensure data accuracy in entries of 99% or higher.
• Flexibility to work rotational shifts as operationally needed.