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 DETAILS:

Position Title: Customer Support Representative

Reports to: Customer Support Manager

Division: Property Management

Department: Customer Support (PM, Lands, Freehold & WCM)

POSITION SUMMARY:

The Customer Support Representative ensures smooth customer service and operational support across Property Management (PM), Lands, Freehold, and Wasl Community Management (WCM). The role involves handling customer inquiries, processing lease & SPA and ownership transactions, ensuring SLA compliance, and supporting digital service adoption.

JOB DIMENSIONS:

Number of Staff Supervised

Direct Reports: 0

Total Reports: 0

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS:

Key Accountabilities:

Handle customer inquiries across PM, Lands, Freehold, and WCM via walk-ins, calls, emails, and portals.

Process residential/commercial leases, renewals, terminations, and land Main lease renewal and sublease transactions.

Support SPA issuance, DLD payment &registration, resale NOCs, and UAE PASS digital signature processes for Freehold and PM .

Handle WCM service charge posting, and changing of ownership account in SAP.

Verify documentation, process Ejari, and ensure accurate system updates.

Coordinate with Finance on payment postings, refunds, and reconciliations.

Ensure compliance with company policies and regulatory requirements.

Key Technical Skills and Knowledge:

COMMUNICATIONS and WORKING RELATIONSHIPS:

• Internal: Property Management, Lands, Freehold, WCM, Finance, Legal, Operations, IT, Business Excellence, AMSS, Inspection, Projects, WEC.

• External: Customers, Owners, Tenants, Buyers, DLD, RERA, Trustees, DEWA, Dubai Municipality, Courier Companies, Banks, CyberSource, Noqodi.

CONTEXT, WORK ENVIRONMENT AND DECISION-MAKING AUTHORITY:

• Works in a fast-paced, customer-facing environment with a mix of front- and back-office responsibilities.

• Decisions revolve around processing customer transactions accurately, ensuring compliance, and escalating complex issues when needed.

• Supports digital transformation initiatives, requiring adaptability to evolving systems and customer needs.

FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIES:

• Responsible for accurate processing of customer payments (cheques, CDM, CyberSource, Noqodi).

• Supports daily cash balancing and reconciliation with Finance.

• Handles cheque postponements, replacements, refunds, and ensures correct postings.

• Accountable for ensuring payment-related SLA compliance and accuracy.

SELECTION CRITERIA:

Qualifications and Experience (Essential):

High School Diploma or Bachelor’s Degree in Business Administration or related field.

Minimum 2 years of experience in customer service, leasing, Freehold, or property management operations.

Proficiency in SAP, CRM, and digital platforms.

(Desirable):

Knowledge of DLD, RERA, Ejari regulations.

Experience with UAE PASS and digital service channels.

Familiarity with payment gateways and financial coordination processes.

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.