Customer Support Officer

About Us 

Born from the vision to elevate Dubai's global prominence, Wasl was founded on May 25, 2008, with the mission to transform the city into an even more captivating destination for residents, businesses, and visitors alike. Created from the union of the Dubai Development Board and Real Estate Department, Wasl embarked on a journey of seamless integration. This strategic merger not only streamlined operations but also empowered our team with enhanced expertise, enabling us to adopt dynamic, market-driven investment strategies.

Today, Wasl stands tall as a cornerstone of Dubai's real estate landscape. As one of the city's largest and most diversified real estate management companies, we proudly oversee an expansive portfolio of landmark assets, entrusted to us by DREC and other esteemed partners. 

1. JOB DETAILS

Position Title: Customer Support Officer (Violation)
Reports to: Customer Support Team Leader
Department: PM-Customer Support
Direct Reports: 0

2. POSITION SUMMARY

The Customer Support Officer handles customer inquiries, service requests, transactions, complaints, and property or land violation cases across Property Management, Lands, Freehold, and Wasl Community Management services. The role processes customer transactions and registers violation cases through CRM, SAP, portals, and approved digital systems. It ensures accurate documentation, timely case resolution, compliance with service-level agreements, and professional customer communication.

3. JOB DIMENSIONS

Number of Staff Supervised

Direct Reports: 0
Total Reports: 0

4. KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS

Key Accountabilities

• Handle customer inquiries, requests, complaints, and violation-related cases received through walk-ins, telephone calls, emails, portals, CRM, and digital service channels.
• Process customer transactions relating to leases, renewals, terminations, lands, Freehold, and Wasl Community Management services.
• Update CRM, SAP, and related systems accurately with customer information, property or plot details, ownership changes, case records, and transaction status. Support SPA issuance, resale NOCs, DLD payment coordination, property registration, Ejari, and UAE PASS digital signature processes.
• Verify customer documents and supporting information to ensure that transaction requirements are complete before processing. Receive property and land violation cases from Inspection, Property Management, Lands, Wasl Community Management, or other authorized departments and verify that the required supporting documents are available.
• Register property and land violations in CRM, SAP, the approved portal, or the designated violation-management system using the correct property, plot, owner, tenant, violation type, inspection date, and case details.
• Upload inspection reports, photographs, notices, correspondence, approvals, and other supporting evidence to maintain a complete violation case record.
• Coordinate the issuance of approved violation notices and communicate case details, required corrective actions, response periods, and next steps to the relevant customer.
• Track violation cases, customer responses, rectification deadlines, reinspection requirements, approvals, and closure status within the applicable service-level agreement.
• Update violation records following reinspection, corrective action, payment, escalation, or an approved closure decision.
• Respond to customer inquiries and complaints concerning registered violations and refer technical assessments, disputed findings, penalty decisions, and legal matters to the responsible department.
• Coordinate with Finance on customer payments, refunds, cheque processing, payment postings, reconciliations, and violation-related charges where applicable.
• Follow up with internal departments and external entities to resolve pending requests, incomplete violation cases, and transaction delays.
• Escalate complex complaints, disputed violations, regulatory exceptions, system issues, and approval matters to the Customer Support Team Leader.
• Monitor assigned cases to ensure timely processing and closure within approved procedures and service-level agreements.
• Support CRM testing, digital service improvements, and customer service process-enhancement initiatives. Maintain accurate and retrievable records of customer interactions, violations, approvals, payments, notices, and transaction documents.
• Comply with company policies, regulatory procedures, customer service standards, confidentiality requirements, and information-security controls.
• Perform other related responsibilities assigned by the Customer Support Team Leader.

5. KEY TECHNICAL SKILLS AND COMPETENCY LEVELS

6. COMMUNICATIONS AND WORKING RELATIONSHIPS

Internal:
Customer Support Team Leader, Property Management, Lands, Freehold, Wasl Community Management, Finance, Legal, Operations, Inspection, Compliance, IT, Business Excellence, Projects, and Customer Experience.

External:
Customers, owners, tenants, buyers, Dubai Land Department, RERA, Dubai Municipality, trustees, DEWA, courier companies, banks, CyberSource, Noqodi, and other relevant authorities or service providers.

7. CONTEXT, WORK ENVIRONMENT AND DECISION-MAKING AUTHORITY

The role handles routine customer transactions and property or land violation cases in line with approved policies, procedures, and SLAs. Responsibilities include registering violations, updating cases, issuing approved communications, receiving documents, providing status updates, and coordinating follow-up actions. The role does not independently confirm technical violations, approve or waive penalties, amend inspection findings, resolve legal disputes, or close cases without authorization. Disputes, technical interpretations, penalty exceptions, legal or regulatory matters, and cases requiring special approval are escalated to the Customer Support Team Leader or responsible department.

8. FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIES

The role does not hold direct budget ownership. The position supports the accurate processing and follow-up of customer payments, including cheques, refunds, payment postings, violation-related charges, CDM, CyberSource, and Noqodi transactions, in coordination with Finance. The role does not have authority to approve refunds, waive violation charges or penalties, or authorize financial exceptions.

9. SELECTION CRITERIA

Qualifications and Experience — Essential

• Bachelor’s degree in Business Administration, Customer Service, Real Estate, Property Management, or a related field.
• Three to five years of relevant experience in customer service, property management, leasing administration, land administration, Freehold services, or real estate operations.
• Experience handling customer inquiries, complaints, documentation, and service requests.
• Experience using CRM, SAP, portals, or digital customer-service platforms.
• Basic knowledge of leasing, property management, land administration, customer documentation, and payment coordination.
• Good communication, follow-up, problem-solving, and customer-handling skills.
• Good working knowledge of Microsoft Office applications.

Desirable

• Certification in Customer Service, Real Estate, Property Management, or a related field. nowledge of DLD, RERA, Ejari, Dubai Municipality requirements, UAE PASS, and digital service channels.
• Experience registering or administering property, community, building, or land violation cases.
• Familiarity with inspection reports, violation notices, corrective-action periods, reinspection processes, and case-closure documentation.
• Experience in the UAE or GCC real estate sector. Arabic-language capability.

Note:
This job description provides a broad indication of the role and responsibilities of the position. The position holder may be required to perform additional tasks and responsibilities not listed here, in line with organizational needs and evolving business priorities.

Our Values 

At Wasl, we are more than just a real estate company. We are active contributors to Dubai's thriving economy, fostering enduring relationships with our valued stakeholders. Our customer-centric approach is rooted in trust, respect, and a relentless pursuit of innovation in every aspect of asset management.