Customer Support Representative

Role Overview

Customer Support Representative at Wasl, a leading real estate management company based in Dubai, reporting to the Customer Support Manager within the Property Management division.

Company Overview

Wasl was founded on May 25, 2008, from the union of the Dubai Development Board and Real Estate Department. As one of Dubai's largest and most diversified real estate management companies, Wasl oversees 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 Representative ensures smooth customer service and operational support across Property Management, Lands, Freehold, and Wasl Community Management. The role handles customer inquiries, processes lease and ownership transactions, maintains service level agreement compliance, and supports digital service adoption.

Key Responsibilities

Customer Inquiry Management

• Handle customer inquiries across Property Management, Lands, Freehold, and WCM via walk-ins, calls, emails, and portals.

Transaction Processing

• Process residential and commercial leases, renewals, and terminations.
• Process land main lease renewal and sublease transactions.
• Support SPA issuance, DLD payment and registration, resale NOCs, and UAE PASS digital signature processes for Freehold and Property Management.
• Verify documentation, process Ejari, and ensure accurate system updates.
• Handle Wasl Community Management service charge posting and changing of ownership account in SAP.

Payment Coordination

• Coordinate with Finance on payment postings, refunds, and reconciliations.
• Process customer payments via cheques, CDM, CyberSource, and Noqodi.
• Support daily cash balancing and reconciliation with Finance.
• Handle cheque postponements, replacements, and refunds.
• Ensure correct payment postings and payment-related SLA compliance.

Compliance and Quality

• Ensure compliance with company policies and regulatory requirements.
• Ensure transaction accuracy and compliance with organizational standards.

Digital Transformation Support

• Support digital transformation initiatives and evolving systems.
• Facilitate customer adoption of digital service channels.

Qualifications & Experience

• High School Diploma or Bachelor's Degree in Business Administration or related field.
• Minimum 2 years of experience in customer service, leasing, Freehold, or property management operations.

Desirable

• Knowledge of DLD, RERA, and Ejari regulations.
• Experience with UAE PASS and digital service channels.
• Familiarity with payment gateways and financial coordination processes.

Skills & Competencies

• SAP and CRM operations at intermediate level.
• Leasing and Freehold knowledge at intermediate level.
• Ejari and DLD procedures at intermediate level.
• Digital platform support at intermediate level.
• Payment coordination at intermediate level.
• Customer service communication and handling at advanced level.
• Quality assurance and transaction accuracy verification at intermediate level.
• Ethics and corporate governance compliance at advanced level.
• Proficiency in SAP, CRM, and digital platforms.

Additional Information

• No direct reports or supervisory responsibilities.
• Works in a fast-paced, customer-facing environment with a mix of front- and back-office responsibilities.
• Internal stakeholders include Property Management, Lands, Freehold, WCM, Finance, Legal, Operations, IT, Business Excellence, AMSS, Inspection, Projects, and WEC.
• External stakeholders include customers, owners, tenants, buyers, DLD, RERA, trustees, DEWA, Dubai Municipality, courier companies, banks, CyberSource, and Noqodi.
• May be required to perform additional tasks and responsibilities not listed here in line with organizational needs and changes in business priorities.