Customer Service Officer
ADIB - Abu Dhabi Islamic Bank Abu Dhabi
Job description / Role
Employment: Full Time
Role purpose- Attend tenants (private and from government entities) to facilitate issuing new leases, renewing existing leases, terminating leases, and issuing Tawtheeq (Municipality) contracts. Attend tenants with their various kinds of multiple requests and complaints.
- Work according to established SOPs, policies and procedures, and property operations guidelines.
- Provide high quality customer service.
Key metrics
Revenue:Expenses:
Net income:
Assets:
Headcount:
Number of branches:
Number of ATMs:
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.
Assignments- 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 issues relating to customers in a highly professional and decent way to provide satisfactory service on an ongoing basis.
- Ensure regular daily transactions are completed and required supporting documents and approvals are obtained and scanned in the system.
- Respond to customers' queries through calls, letters, email, fax, etc.
- Receive and submit customers' multiple requests and queries with all required documents and collect MPM standard fees and charges.
- Liaise with other MPM departments (e.g., legal, property management, FM) regarding tenants' requests.
- Update tenants' contact details regularly.
Communication and working relationships
Maintain regular contact with line manager and externally with private entities and other tenants.
System updating
Update Oracle with the latest contact details of tenants.Scan all transaction documents such as signed lease contracts, Tawtheeq contracts, and supporting documents.
Specialist skills and technical knowledge required for this role- 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.
- 3 years' work experience in customer service or a relevant role; experience in property management is preferred.
Qualification
Preferably bachelor's degree.
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Job description / Role
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Job description / Role
Employment: Full Time
Role Purpose:
Deliver excellent customer service in accordance with agreed standards.
Key Accountabilities of the Role:
• Responsible to close customer complaints and ensure that the customer...