Customer Support Associate

Responsibilities

Client Communication & Support

• Act as the first point of contact for customers via phone, email, live chat, and in-person.
• Respond to inquiries related to property listings, company services, tenancy, and processes.
• Provide property details from listing portals such as Bayut, Property Finder, and Dubizzle, ensuring accurate and timely information.
• Connect clients directly to agents for urgent property-related queries.

Lead Qualification & Routing

• Qualify incoming leads by understanding client requirements, budget, and preferences.
• Route potential buyers/tenants to the appropriate property consultant or leasing agent for immediate assistance.
• Maintain an updated record of leads in the CRM system, ensuring accurate tracking and follow-up.
• Support the Sales and Leasing teams by ensuring hot leads are prioritized and actioned quickly.

Issue Resolution

• Investigate and resolve customer complaints or service issues promptly and professionally.
• Liaise with relevant departments (Leasing, Sales, Property Management, Finance, etc.) to resolve client concerns.
• Escalate unresolved or complex cases to the Customer Care Manager while keeping ownership of follow-ups.

Administrative Support

• Process client service requests, tenancy documents, and status updates.
• Maintain accurate client files and service history records.
• Prepare regular reports on customer inquiries, lead conversions, and support performance.

Customer Experience Enhancement

• Collect and document customer feedback to improve service delivery.
• Contribute to FAQs, knowledge base updates, and process improvements.
• Promote company services by ensuring clients receive a smooth, positive experience from inquiry to deal closure.

Compliance & Professionalism

• Ensure all customer communications and lead management comply with company policies and UAE real estate regulations.
• Handle client data with confidentiality and professionalism.
• Uphold high ethical standards and represent the company positively.

Requirements

• Prior experience in customer service, call center, or client-facing role (real estate or property portals experience is a plus).
• Excellent communication skills (verbal & written) in English; Arabic or other languages are an advantage.
• Strong lead qualification and customer engagement abilities.
• Familiarity with property portals (Bayut, Property Finder, Dubizzle) is highly preferred.
• Proficiency in MS Office and CRM systems.
• Ability to multitask, prioritize, and work under pressure.
• Customer-centric mindset with a professional and approachable attitude.
• Flexibility to adjust to rotating shifts, weekend schedules, and support other branches as needed.

Benefits

• Competitive salary.
• Health insurance and other benefits as per UAE labor law.
• Opportunities for career growth and development within the organization.
• Dynamic and collaborative work environment.
• Training opportunities in the real estate sector.
• Contribution to providing exceptional customer service and driving success in a leading real estate brokerage firm in Dubai.

About the Company

Driven | Forbes Global Properties is a leading real estate brokerage based in Dubai, UAE. With a focus on luxury properties, they are an exclusive member of Forbes Global Properties, reserved for only the 100 most elite brokerages globally. Driven Properties is recognized for the highest number of property transactions in the UAE and an excellent reputation in the real estate sector. Their skilled brokers offer extensive commercial, residential, retail, and off-plan portfolios, along with international property options and renowned partnerships. Their approach prioritizes innovation, superior talent, and integrity.