Customer Service Officer

Job description / Role

Government & Public Sector

1. Attend tenants (private and from government entities) to facilitate issuing new leases, renewing existing leases, terminating leases, and issuing Tawtheeq (Municipality) contracts. Attend to tenants with their various kinds of multiple requests and complaints.
2. Work according to established SOPs, policies and procedures, and property operations guidelines.
3. Provide high quality customer service.

Key metrics

Number of direct reports:

Key accountabilities of the role

Policies, procedures and processes

Follow MPM SOPs, policies and procedures, KPIs, workflow processes, and service level agreements (SLAs) to improve the operating quality and efficiency of the department.

• Issue new lease contracts after receiving terms and conditions of lease from the agency team.
• Renew existing leases as per market rate already updated in Oracle.
• Terminate lease contracts as per the new applied process.
• Collect approved rental amount, security deposit, and MPM standard fees and charges without any error.
• Collect valid documents from tenants at the time of any kind of transaction.
• Reconcile cash and cheques received during the day with the daily cashier collection report and hand over collection to cashier.
• Attend and resolve customer issues in a highly professional and decent manner to provide satisfactory service on an ongoing basis.
• Ensure regular daily transactions are completed and required supporting documents or approvals are obtained and scanned into the system.
• Respond to customer queries through calls, letters, email, fax, etc.
• Receive and submit customersu2019 multiple requests or queries with all required documents and collect MPM standard fees or charges.
• Liaise with other MPM departments (e.g. legal, property management, FM) regarding tenantsu2019 requests.
• Update tenantsu2019 contact details regularly.

Maintain regular contact with line manager and externally with private entities and other tenants.

• Update Oracle with latest contact details of tenants, including mobile numbers, landline, fax number, email addresses, P.O. Box, etc.
• Scan all transaction documents such as signed lease contracts, Tawtheeq contracts, and supporting documents.

• Good knowledge of property management.
• Experience in Oracle Property Management application (Al Madar ERP).
• Good communication skills in Arabic and English.
• Strong work ethics.
• Teamwork.
• Ability to work under pressure.

1. 3 yearsu2019 work experience in customer service or a relevant role. Experience in property management is preferred.

Qualification

Preferably bacheloru2019s degree.

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