وصف الوظيفة
Role Overview
Customer Support Officer at Wasl, Dubai. Reports to the Customer Support Team Leader within the PM-Customer Support Department. No direct reports.
Company Overview
Wasl was founded on May 25, 2008, from the union of the Dubai Development Board and Real Estate Department, with the mission to transform Dubai into a more captivating destination for residents, businesses, and visitors. Wasl is one of Dubai's largest and most diversified real estate management companies, overseeing an expansive portfolio of landmark assets entrusted by DREC and other esteemed partners. The organization is committed to a customer-centric approach rooted in trust, respect, and innovation in asset management.
Role Purpose
The Customer Support Officer processes customer inquiries, service requests, transactions, complaints, and property or land violation cases across Property Management, Lands, Freehold, and Wasl Community Management services. The role registers and manages violation cases, maintains accurate documentation in approved systems, ensures timely case resolution in line with service-level agreements, and provides professional customer communication throughout the customer journey.
Key Responsibilities
Customer Service and Inquiry Handling
- Handle customer inquiries, requests, complaints, and violation-related cases received through walk-ins, telephone calls, emails, portals, CRM, and digital service channels.
- Respond to customer inquiries and complaints concerning registered violations and refer technical assessments, disputed findings, penalty decisions, and legal matters to the responsible department.
- Provide professional customer communication regarding case details, required corrective actions, response periods, and next steps.
Transaction Processing
- Process customer transactions relating to leases, renewals, terminations, lands, Freehold, and Wasl Community Management services.
- Support SPA issuance, resale NOCs, DLD payment coordination, property registration, Ejari, and UAE PASS digital signature processes.
- Verify customer documents and supporting information to ensure that transaction requirements are complete before processing.
Systems and Documentation Management
- Update CRM, SAP, and related systems accurately with customer information, property or plot details, ownership changes, case records, and transaction status.
- Register property and land violations in CRM, SAP, the approved portal, or the designated violation-management system using the correct property, plot, owner, tenant, violation type, inspection date, and case details.
- Upload inspection reports, photographs, notices, correspondence, approvals, and other supporting evidence to maintain a complete violation case record.
- Maintain accurate and retrievable records of customer interactions, violations, approvals, payments, notices, and transaction documents.
- Ensure customer documents, inspection evidence, notices, approvals, system updates, and case records are accurate and complete.
Violation Case Management
- Receive property and land violation cases from Inspection, Property Management, Lands, Wasl Community Management, or other authorized departments and verify that the required supporting documents are available.
- Coordinate the issuance of approved violation notices and communicate case details, required corrective actions, response periods, and next steps to the relevant customer.
- Track violation cases, customer responses, rectification deadlines, reinspection requirements, approvals, and closure status within the applicable service-level agreement.
- Update violation records following reinspection, corrective action, payment, escalation, or an approved closure decision.
- Monitor assigned cases to ensure timely processing and closure within approved procedures and service-level agreements.
Coordination and Follow-up
- Coordinate with Finance on customer payments, refunds, cheque processing, payment postings, reconciliations, and violation-related charges where applicable.
- Follow up with internal departments and external entities to resolve pending requests, incomplete violation cases, and transaction delays.
- Escalate complex complaints, disputed violations, regulatory exceptions, system issues, and approval matters to the Customer Support Team Leader.
Process Improvement and Compliance
- Support CRM testing, digital service improvements, and customer service process-enhancement initiatives.
- Comply with company policies, regulatory procedures, customer service standards, confidentiality requirements, and information-security controls.
- Protect customer, property, ownership, payment, and violation information in accordance with approved requirements.
- Perform other related responsibilities assigned by the Customer Support Team Leader.
Qualifications & Experience
Essential
- Bachelor's degree in Business Administration, Customer Service, Real Estate, Property Management, or a related field.
- Three to five years of relevant experience in customer service, property management, leasing administration, land administration, Freehold services, or real estate operations.
- Experience handling customer inquiries, complaints, documentation, and service requests.
- Experience using CRM, SAP, portals, or digital customer-service platforms.
- Basic knowledge of leasing, property management, land administration, customer documentation, and payment coordination.
- Good communication, follow-up, problem-solving, and customer-handling skills.
- Good working knowledge of Microsoft Office applications.
Desirable
- Certification in Customer Service, Real Estate, Property Management, or a related field.
- Knowledge of DLD, RERA, Ejari, Dubai Municipality requirements, UAE PASS, and digital service channels.
- Experience registering or administering property, community, building, or land violation cases.
- Familiarity with inspection reports, violation notices, corrective-action periods, reinspection processes, and case-closure documentation.
- Experience in the UAE or GCC real estate sector.
- Arabic-language capability.
Skills & Competencies
- Customer Service and Complaint Handling — Advanced. Handle customer inquiries, requests, complaints, and violation-related concerns professionally across service channels.
- Property and Land Violation Registration — Intermediate. Register, classify, document, update, track, and close property and land violation cases based on authorized inspection findings and approvals.
- CRM System Proficiency — Intermediate. Record, update, monitor, and close customer transactions and violation cases through CRM and digital channels.
- SAP and System Operations — Intermediate. Update customer, property, ownership, payment, service-charge, violation, and transaction information.
- Leasing and Property Management Support — Intermediate. Support lease renewals, terminations, land transactions, Freehold services, and Wasl Community Management requests.
- Ejari and DLD Procedures — Intermediate. Support documentation, registration, payment coordination, and regulatory transaction requirements.
- Digital Platform Support — Intermediate. Assist customers with portals, UAE PASS, digital signatures, and online service transactions.
- Payment Coordination — Intermediate. Coordinate cheques, refunds, payment postings, violation-related charges, CDM, CyberSource, Noqodi, and Finance follow-up.
- SLA and Case Management — Intermediate. Track customer transactions and violation cases to ensure timely processing in line with approved procedures and SLAs.
- Documentation Accuracy — Intermediate. Ensure customer documents, inspection evidence, notices, approvals, system updates, and case records are accurate and complete.
- Information Security and Confidentiality — Advanced. Protect customer, property, ownership, payment, and violation information in accordance with approved requirements.
Additional Information
Working Relationships
Internal: Customer Support Team Leader, Property Management, Lands, Freehold, Wasl Community Management, Finance, Legal, Operations, Inspection, Compliance, IT, Business Excellence, Projects, and Customer Experience.
External: Customers, owners, tenants, buyers, Dubai Land Department, RERA, Dubai Municipality, trustees, DEWA, courier companies, banks, CyberSource, Noqodi, and other relevant authorities or service providers.
Decision-Making Authority
The role handles routine customer transactions and property or land violation cases in line with approved policies, procedures, and SLAs. The role does not independently confirm technical violations, approve or waive penalties, amend inspection findings, resolve legal disputes, or close cases without authorization. Disputes, technical interpretations, penalty exceptions, legal or regulatory matters, and cases requiring special approval are escalated to the Customer Support Team Leader or responsible department.
Financial Responsibilities
The role does not hold direct budget ownership. The position supports the accurate processing and follow-up of customer payments, including cheques, refunds, payment postings, violation-related charges, CDM, CyberSource, and Noqodi transactions, in coordination with Finance. The role does not have authority to approve refunds, waive violation charges or penalties, or authorize financial exceptions.