Customer Service Representative
Location: Abu Dhabi, UAE
About the Role
The Customer Service Representative / Call Center Representative acts as the first point of contact for homeowners. The primary purpose of this role is to receive and log enquiries, complaints, maintenance requests, and Defect Liability Period (DLP) notifications through telephone, email, WhatsApp, and customer portals. The representative will register and classify cases, coordinate work orders, track overall progress, keep customers updated, and confirm satisfactory closure within agreed service levels.
Key Responsibilities
- Inbound & Outbound Contact: Respond promptly to customer contacts via phone, email, WhatsApp, and online portals.
- Information Provision: Explain DLP (Defect Liability Period) guidelines, AMC (Annual Maintenance Contract) packages, general maintenance, and community services clearly to clients.
- Case Registration: Register and classify customer requests, complaints, and inquiries in CRM and CAFM databases.
- Work Order Management: Create and assign work orders to the technical team, monitoring cases closely against established Service Level Agreements (SLAs).
- Escalation & Resolution: Manage customer complaints and resolve issues directly, routing complex escalations to supervisors when necessary.
- Appointment Coordination: Coordinate and schedule technical inspections and maintenance appointments.
- Reporting & Auditing: Maintain accurate records, log entries, and customer communication reports.
- Customer Feedback: Conduct follow-up satisfaction surveys and gather customer feedback following task closure.
Job Requirements
- Education: Diploma or bachelor's degree in Business Administration, Customer Service, Hospitality, or a related discipline.
- Certifications: Professional customer service or hospitality certifications are considered an advantage.
- Experience: 2–5 years of active experience in customer service or call-center operations.
- Industry Preference: Prior experience within Facilities Management (FM), property development, real estate, or high-end hospitality sectors is highly preferred.
- Fluent in English and Russian
Core Skills & Competencies
- Strong verbal and written communication skills.
- Active listening and high emotional intelligence.
- Professional telephone etiquette and a teamwork-oriented mindset.
- Proven multitasking, conflict resolution, and accurate data entry capabilities.
- Proficient in Microsoft Office, CRM databases, CAFM platforms, and standard call-centre telephony systems.
Key Performance Indicators (KPIs)
- Call Answer Rate: Maintain a call answer rate of ≥95%.
- Waiting Time: Ensure customer waiting time is ≤20 seconds.
- First-Call Resolution (FCR): Achieve an FCR rate of ≥80%.
- Customer Satisfaction (CSAT): Maintain a CSAT score of ≥90%.
- SLA Compliance: Track and achieve ≥95% compliance with internal and external SLAs.
- Response Time: Maintain a general response time of ≤30 minutes.
- Complaint Escalation: Keep complaint escalation rates to <5%.
- Data Accuracy: Ensure data entry accuracy remains at ≥99%.
- Shift Flexibility: Ability to work rotational shifts as required by operational schedules.
