Call Center

Were Hiring: Call Center

We are currently supporting our client in search of an experienced Call Center to join their team.

No of Vacancies : 2

Job Purpose Summary:

The Call Center Officer is responsible for handling tenant and prospect communications logging and controlling service requests and ensuring timely coordination with relevant teams. The role serves as the central point of contact for inquiries complaints and emergency incidents ensuring accurate documentation effective communication and adherence to defined service response timelines. Acting as a service control function the Call Center Officer is accountable not only for logging requests but also for actively tracking following up and ensuring closure within established service levels. The position operates as a central coordination point between Tenants FM and Property Management teams with clear responsibility for escalation and service continuity while supporting leasing conversion enhancing tenant satisfaction and maintaining overall service quality. The position requires flexibility to work in both day and night shifts as per operational requirements.

Roles & Responsibilities:

• Tenant & Prospect Communication:
  • Handle all incoming calls and inquiries from prospective tenants and existing residents in a professional manner.
  • Provide accurate and up-to-date information regarding unit availability rental pricing and services.
  • Ensure professional and courteous communication at all times.
  • Assist callers with general inquiries related to property services and operations.
  • Maintain high standards of customer service and responsiveness.
  • Capture and forward qualified leasing leads to the Leasing team in a timely manner.
  • Maintain proper logging of all inquiries and communication records within the system
• Maintenance Requests & Work Order Logging:
  • Log all maintenance complaints and service requests into the centralized work order system.
  • Classify requests based on priority (routine urgent emergency) in line with defined SLAs.
  • Dispatch work orders to the appropriate FM teams without delay.
  • Track request status and follow up to ensure completion within agreed timelines.
  • Maintain proper documentation of all service requests.
• Emergency Handling & Escalation:
  • Identify and escalate emergency incidents such as power outages leaks or safety issues.
  • Trigger emergency escalation protocols and notify on-call technical staff and relevant teams immediately.
  • Ensure proper escalation procedures are followed.
  • Ensure incidents are handled within defined response time targets.
  • Maintain clear calm and professional communication with tenants during emergency situations.
  • Record full incident details and ensure proper reporting and closure tracking.
• Tenant Feedback & Communication Support:
  • Conduct follow-up calls to confirm completion of maintenance requests and measure tenant satisfaction.
  • Capture and record feedback highlighting recurring issues or service gaps.
  • Communicate important announcements (e.g. maintenance schedules service disruptions) to tenants.
  • Support communication between tenants property management teams and FM teams.
  • Maintain structured records of all tenant interactions and feedback for reporting purposes.
• Data Accuracy & Customer Service Excellence
  • Maintain accurate and real-time data of all calls complaints and service requests.
  • Ensure data integrity within the system to support reporting and performance tracking.
  • Apply professional communication and de-escalation techniques when handling complaints.
  • Ensure compliance with company procedures SLAs and communication standards.
  • Support reporting and performance tracking through accurate data entry.
  • Generate daily and shift-based reports highlighting pending delayed and completed requests.

Any other task assigned by the direct superior.

Skills:

• Technical / Functional Skills:
  • Call handling and customer service techniques.
  • Work order and ticketing system usage.
  • Basic knowledge of property management operations.
  • Data entry and recordkeeping.
• Professional Skills:
  • Strong communication and interpersonal skills.
  • Customer service orientation.
  • Ability to remain calm under pressure.
  • Problem-solving and conflict resolution skills.
  • Attention to detail and accuracy.

Education:

Diploma in business administration Communications Customer Services or related field or equivalent.

Certificates:

Call center training or Call center or communication certification.

Computer Literacy:

• Computer literate.
• Proficiency in MS Office Call center systems Work order / ticketing systems.

Languages:

English fluent.
Arabic is strongly preferred.

Experience

• 24 years of experience in call center customer service or property management support roles.
• Experience in real estate or facility management environments is an advantage.
• Experience working in shift-based or 24/7 operations is preferred.