Customer Service Executive | Call Center

Description

The Customer Service Executive is responsible for managing all inbound and outbound communication channels within the call center. The primary objective of this role is to act as the first line of support for current and prospective clients, ensuring inquiries are handled efficiently, accurately, and professionally. This role supports the broader sales and leasing teams by qualifying leads and maintaining high levels of customer satisfaction.

• Prepare daily or weekly reports on call volume, nature of inquiries, and pending issues for management review.
• Adhere to all communication procedures, guidelines, and policies set by NWMEA.com.
• Ensure all data entry is accurate and up-to-date to support reporting and analytics.
• Meet personal and team qualitative and quantitative targets (e.g., call handling time, customer satisfaction scores, lead conversion rates).
• Manage outbound call campaigns to follow up on leads, verify client details, or conduct customer satisfaction surveys.
• Handle customer complaints and grievances with patience and diplomacy.
• Identify customer needs, clarify information, and provide accurate details regarding property listings, company services, and procedures.
• Answer high volumes of inbound calls, emails, and chat queries in a timely and professional manner.
• De-escalate complex situations while adhering to company policies and scripts.
• Maintain comprehensive records of all conversations, inquiries, and lead details in the company CRM (Customer Relationship Management) system.
• Investigate issues and collaborate with internal teams to provide appropriate solutions or alternatives within time limits; follow up to ensure resolution.

Requirements

Problem Resolution

• Behavioral: Strong multi-tasking capabilities, attention to detail, and the ability to work under pressure in a target-driven environment.
• Route qualified leads to the appropriate Real Estate Agent or Department (Sales, Leasing, Property Management) efficiently.
• Experience: Minimum of 2 years of experience in a Call Center, Customer Support, or Help Desk environment. Experience within the Real Estate or Property sector is distinct advantage.
• Education: High School Diploma or equivalent required; Bachelor’s degree in Business Administration or a related field is preferred.
• Language Proficiency: Native or bilingual proficiency in English (verbal and written) is mandatory. Proficiency in Arabic is highly desirable.
• Communication: Clear, distinct voice with excellent phone etiquette and active listening skills.
• Technical Skills: Proficient in Microsoft Office Suite (Excel, Word, Outlook) and comfortable using CRM software/telephony systems.

Benefits

Corporate Culture: A collaborative, high-performance work environment in the heart of Abu Dhabi.

Career Development: Structured opportunities for professional growth within a market-leading organization.

Competitive Compensation: Attractive salary package commensurate with experience.

5. Working Conditions

• Career Development: Structured opportunities for professional growth within a market-leading organization.
• Competitive Compensation: Attractive salary package commensurate with experience.
• Corporate Culture: A collaborative, high-performance work environment in the heart of Abu Dhabi.
• Schedule: Standard office hours, with potential requirements for shift work or weekend coverage depending on business needs.

Training + Development

Interview process

Visa Sponsorship

Security clearance