Objectives for the role
As a Call Centre Executive for the Owner Association and Property Management, you will be responsible for providing excellent customer service to our property owners, residents, and tenants. Your primary objective will be to handle incoming calls, respond to inquiries, resolve issues, and ensure effective communication between all stakeholders. You will play a crucial role in upholding the association and property management’s reputation and ensuring a positive experience for all clients.
Job Responsibilities
- Manage incoming calls professionally and promptly, greeting callers courteously and maintaining a friendly and helpful tone during interactions.
- Respond to inquiries and provide support to clients through various communication channels, including emails, chat, social media platforms, and other digital tools.
- Effectively communicate with diverse clients, addressing their concerns and needs.
- Assist owners, residents, and tenants with various inquiries related to their services, maintenance requests, account information, events, payments, amenities, lease agreements, and any other relevant topics.
- Provide accurate and up-to-date information about the properties managed by the association, including rental or sales listings, amenities, and maintenance services.
- Accurately record and maintain detailed records of all interactions, inquiries, and resolutions using the CRM system.
- Proactively send Email and SMS communications to relevant clients for planned events, maintenance, marketing offers., etc using CRM or related software.
- Listen attentively to clients’ concerns, complaints, and inquiries and provide timely and appropriate solutions or escalate matters to the relevant departments for resolution.
- Ensure timely follow-up on pending issues to ensure complete client satisfaction and efficient problem resolution.
- Collaborate with property management teams, maintenance staff, and other departments to ensure seamless communication and service delivery.
- Stay updated with the latest association’s policies, services, and procedures, property information and communication techniques.
JOB DESCRIPTION
Key Performance Indicators (KPI’s)
- First Contact Resolution.
- Average Handling Time.
- Customer Satisfaction Score.
- Call Abandonment Rate.
Skills, Knowledge & Attributes
- Strong interpersonal skills, active listening abilities, and empathy towards clients’ needs.
- Ability to work efficiently in a fast-paced environment and manage multiple tasks simultaneously.
- Positive attitude, patience, and a genuine desire to assist and support clients.
- Flexibility to work in shifts, including evenings and weekends, based on the call center’s operating hours and property management requirements.
Education and Experience Requirements:
- Fluent in English & Arabic language, with excellent verbal and written communication skills. Additional language will be a plus.
- Previous experience in a customer service or call centre role within the real estate, property management, or owner association industry is preferred.
- Proficiency in using computer systems, CRM software, and other communication tools.
- Bachelor’s degree in any related field.
- 5 years relevant working experience with at least 3 years’ experience as Call Centre Executive in UAE.
The duties and responsibilities described above are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.
