Job description
Role Overview
Customer Experience Agent at Driven Properties, Dubai. As the first point of contact for clients, you will manage inbound customer enquiries across phone, WhatsApp, email, and other digital channels, ensuring every interaction reflects the premium service standards of Driven Properties.
Company Overview
Driven Properties is one of Dubai's leading real estate brokerages and the only real estate company in the Middle East affiliated with Forbes Global Properties. The company is committed to delivering exceptional service across sales, leasing, off-plan, and property management, supported by industry-leading technology, marketing, and customer experience capabilities.
Role Purpose
To deliver exceptional customer experiences by serving as the first point of contact for clients, managing inbound enquiries across multiple channels, qualifying requests, routing them efficiently to appropriate teams, and ensuring seamless interactions that reflect Driven Properties' premium service standards.
Key Responsibilities
Customer Enquiry Management
- Handle inbound customer enquiries via phone, WhatsApp, email, and other communication channels.
- Deliver an exceptional customer experience by responding professionally and within established service level agreements (SLAs).
- Qualify customer enquiries and route them to the appropriate sales, leasing, or support teams.
Customer Service & Resolution
- Resolve customer enquiries and complaints or escalate complex cases where required.
- Follow up with clients to ensure timely resolution and a positive customer experience.
- Support customer satisfaction initiatives and maintain Driven's premium service standards.
Systems & Administration
- Accurately update and maintain customer information within the CRM system.
- Assist with administrative tasks and customer follow-ups as required.
Stakeholder Management
- Work closely with internal departments including Sales, Listings, Marketing, Conveyancing, and Operations.
Qualifications & Experience
- Previous experience in a Customer Experience, Customer Service, Contact Centre, or Call Centre environment.
- Experience handling both phone and digital channels (WhatsApp, email, live chat, etc.).
- Experience within the real estate industry is an advantage but not essential.
Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities with a customer-first mindset.
- Comfortable using CRM systems and Microsoft Office.
- Able to work in a fast-paced environment and manage multiple priorities.
Additional Information
- Competitive salary.
- Medical insurance, employment visa, and flight allowance.
- Career progression within a rapidly growing business.
- Work alongside an innovative leadership team.
- Access to industry-leading technology and systems.
- Be part of the only Forbes Global Properties affiliated brokerage in the Middle East.