Customer Care Officer

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.

• Keeps abreast of updates and changes to URC's products and services to provide accurate information and support to tenants.
• 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.
• Responsible for Coordinating with internal departments (FM, Leasing, Marketing, and Operations) to ensure alignment and prompt action on customer-related matters.
• Keeps all relevant parties informed of assigned work programs as much as possible.
• 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.
• 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.
• Assists the handover team in transitioning units and leasing sub-rented units, ensuring a smooth process for tenants and owners.
• Fully manages customer care support for sub-leasing tenants, addressing their specific needs and inquiries.
• 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.
• Aids the line manager in ensuring that all standards within the customer charter are met.
• Communicates and engages with tenants through personal visits, phone calls, emails, and written communications, adhering to URC’s communication standards and protocols
• Supports and advises tenants using URC organization's products or services.
• 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
• Maintains confidentiality of all sensitive matters in the performance of job duties.
• Follows through on the resolution of all complaints with the concerned department.

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)
• Qualification Bachelors

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance