Customer Service Agent ( Arabic Speaker )

Company Description

Property Shop Investment (PSI), established in 2007, is the leading private real estate company headquartered in Abu Dhabi. Renowned for its excellence, PSI has garnered significant brand recognition in the UAE's real estate market and has earned numerous awards for its outstanding performance. Providing a seamless real estate experience, PSI offers services such as property brokerage, real estate marketing, property management, and investment advisory. The company operates across Abu Dhabi and Dubai, with offices in Al Reem Island and Dubai Hills. Backed by a diverse team of professionals, PSI is committed to delivering exceptional service and contributing to the real estate market's growth and innovation.

Role Description

The Customer Service Representative is responsible for contacting inbound leads quickly, enriching them with all required clarity fields, and validating their interest before transferring them to Sales. The role ensures accurate CRM documentation, strict compliance with clarity standards, and consistent support for the segmentation and performance goals of the marketing department.

This position ensures that Sales only receives qualified and correctly classified leads, reducing operational overload and improving conversion rates.

Key Responsibilities

1. Lead Contact and Qualification

Contact new leads immediately following the correct rotation workflow.

Capture all mandatory clarity fields including lead intent, location preference, product details, budget range, and expected investment timeframe.

Ensure every lead meets the acceptable clarity level before being transferred to Sales.

Identify the correct business vertical such as leasing, listing, primary sale, resale, after sales, or international.

2. CRM Accuracy and Documentation

Enter all clarity fields and classification tags with accuracy and structured formatting.

Record call notes, outcomes, interest levels, and next steps in clear, usable language.

Ensure proper categorization of the lead based on the segmentation logic received from Marketing and Market Intelligence.

Maintain full compliance with CRM hygiene standards without exceptions.

3. Process Adherence

Follow all call scripts and qualification steps provided by the Team Lead.

Apply the clarity logic without skipping fields or shortening the process.

Ensure no zero clarity leads are passed to Sales.

Maintain proper understanding of each business unit and its service offerings.

4. Insight and Feedback Sharing

Report recurring customer objections, competitor mentions, and price sensitivities to the Team Lead.

Highlight issues with specific campaigns such as low clarity, poor targeting, or irrelevant inquiries.

Support internal improvements by sharing patterns in buyer behavior.

5. Collaboration

Work closely with the Team Lead for coaching, review, and continuous improvement.

Support Campaign Specialists with feedback that helps refine targeting and audience presets.

Assist Market Intelligence by reinforcing accuracy in lead classification and clarity outputs.

Coordinate with Sales Supervisors to ensure smooth handover of validated leads.

Key Requirements

Strong communication and listening skills.

Experience in call-based customer service, tele-qualification, or tele-sales.

High accuracy in data entry and documentation.

Familiarity with CRM systems and structured information formats.

Ability to work in a fast-paced, target-driven environment.

Knowledge of real estate or performance marketing is an advantage.