Customer Support Representative

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 Representative 
Reports to: Customer Support Manager
Division: Property Management
Department: Customer Support

2. POSITION SUMMARY:
Customer Support Representative is responsible for providing comprehensive administrative, operational, and coordination support to the  Customer Support team to ensure smooth execution of sales transactions. The role supports end-to-end sales activities including documentation, system updates, client coordination, compliance with internal policies, and liaison with internal and external stakeholders. The position plays a critical role in maintaining accuracy, efficiency, and customer satisfaction throughout the sales lifecycle.

3. JOB DIMENSIONS:

Number of Staff Supervised
Direct Reports: Customer Support Team leader
Total Reports: 0

4. KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS:

Key Accountabilities:

Key Responsibilities

• Support the  Customer Support team in daily operations related to property sales transactions.

• Prepare, review, and coordinate sales documentation including reservations, contracts, SPAs, approvals, and related records.

• Ensure all sales documents comply with company policies, legal requirements, and regulatory standards.

• Coordinate with internal departments (Finance, Legal, CRM, E-Services, Property Management) to facilitate timely completion of sales processes.

• Update and maintain accurate records in sales systems (CRM / SAP / internal platforms).

• Follow up with clients for required documents, payments, and approvals to ensure timelines are met.

• Track transaction progress and provide regular status updates to the Sales team and management.

• Support handover processes and ensure smooth transition of completed sales to post-sales or property management teams.

• Assist in resolving client inquiries related to documentation, procedures, and sales status.

• Maintain confidentiality and data integrity of customer and company information.

Key Technical Skills and Knowledge:

5. COMMUNICATIONS and WORKING RELATIONSHIPS:

• Internal: Customer Service, Land & PM operations, legal & collection, sales, and Finance.
• External: Sales & Resales Executive , Customer Support through CRM, RERA, DLD, account Management ,Legal & collections Arifis .

• ---

6. CONTEXT, WORK ENVIRONMENT AND DECISION-MAKING AUTHORITY:

• Operates in a fast-paced, customer-focused sales environment.
• Handles multiple transactions simultaneously with strict timelines.
• Works under established policies, procedures, and approval hierarchies.
• Decision-making authority is limited to operational and administrative support within defined guidelines.
• Escalates exceptions, risks, or deviations to the Sales Manager or relevant authority.
• Requires high attention to detail, confidentiality, and professionalism.

7. FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIES:

• Responsible for ensuring accuracy of sales-related financial documentation (prices, payment schedules, fees).
• Supports coordination of customer payments with Finance but does not approve or authorize payments.
• Ensures proper documentation to avoid financial discrepancies or delays.
• Contributes indirectly to revenue assurance by supporting timely completion of sales transactions.

• ---

8. SELECTION CRITERIA:

Qualifications and Experience (Essential):

• Bachelor’s degree in Business Administration or related field.
• Minimum 5 years of relevant experience in customer service operations, preferably in real estate.
• Proficiency in SAP ,DLD & CRM systems, SLA monitoring, and reporting.
• Strong communication, analytical, and leadership skills.

(Desirable):

• Experience in digital transformation or automation initiatives.
• Certification in customer service excellence, CRM, or process improvement.

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 changes in 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.