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. 

JOB DESCRIPTION

1. JOB DETAILS

Position Title: Customer Service Representative – PM Customer Support
Reports To: Customer Service Manager
Division: Property Management
Department:

2. POSITION SUMMARY

Responsible for delivering end-to-end customer service support for Property Management transactions, ensuring accurate processing, SLA compliance, and a high-quality customer experience for tenants and stakeholders.

3. JOB DIMENSIONS

Number of Staff Supervised

• Direct Reports: None
• Total Reports: 0

4. KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS

Key Responsibilities

• Handle PM walk-in and system-based customer transactions.
• Process payments, renewals, and terminations accurately.
• Verify customer documentation and eligibility.
• Update SAP, CRM, and E-Services platforms.
• Coordinate with Finance, Legal, and Community Management teams.
• Manage customer inquiries and complaints professionally.
• Ensure compliance with policies and service standards.

Performance Standards (Service Level Commitments)

• Execute Online Lease Termination:
  Complete all online lease termination requests within 24 hours from ticket submission, ensuring full document verification and system update.
• Handle Online Payment Requests:
  Process and complete all payment requests within 24 hours, subject to Finance confirmation.
• Handle Parking Requests:
  Validate and complete all online and walk-in parking requests within 3 working days.
• Process Bounce Payment Waiver Requests:
  Review and respond to tenants within 3 working days, ensuring policy compliance.
• Complete Sales Transactions (SPA):
  Prepare Sales Purchase Agreements (SPA) accurately and complete all SPA transactions within 3 working days.
• SPA Delivery Tracking and Management:
  Ensure all SPA deliveries (local and international) are accurately tracked, monitored, and completed without delays.

Key Technical Skills and Knowledge

5. COMMUNICATIONS AND WORKING RELATIONSHIPS

Internal:
PM Operations, Finance, Legal & Collections, Community Management, IT, Land Operations

External:
Tenants, Property Owners, Relevant Authorities

6. CONTEXT, WORK ENVIRONMENT AND DECISION-MAKING AUTHORITY

• High-volume customer-facing branch environment
• Works under approved policies and procedures
• Escalates non-standard cases to management

7. FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIES

• Ensure accuracy of PM-related financial documentation
• Support payment coordination with Central Cashier
• No authority to approve financial adjustments

8. SELECTION CRITERIA

Essential Qualifications and Experience

• Bachelor’s degree, diploma, or equivalent qualification
• Minimum 2 years’ experience in Property Management customer service
• Strong SAP and CRM knowledge
• Excellent communication skills

Desirable Qualifications

• Real estate industry experience
• Customer service certification

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.