CRM Call Centre Agent

Department: CRM (Customer Relationship Management)

Reporting To: Senior CRM Manager

Shift Pattern: Rotating Shifts (09:00 AM – 06:00 PM / 10:00 AM – 07:00 PM) flexibility to cover weekend shifts.

1. Job Purpose

The CRM Call Centre Agent is responsible for managing all inbound and outbound communications with existing and potential property investors. The role focuses on providing exceptional customer service, resolving complaints at the first point of contact, and ensuring 100% of lead and client data is captured accurately within the CRM system.

2. Key Responsibilities

A. Call Handling & Communication

* Answer inbound calls via the 800-Number and handle direct mobile inquiries professionally.

* Conduct outbound follow-up calls for payment reminders, document collections, and satisfaction surveys.

* Manage the official WhatsApp Business account to provide instant responses to client queries.

B. CRM Data Management

* Create and update "Client Profiles" for every caller, ensuring contact details and unit numbers are accurate.

* Log every interaction as a "Task" or "Case" in the CRM immediately after the call.

* Tag calls correctly (e.g., Inquiry, Complaint, Maintenance, Finance) to ensure accurate reporting.

C. Complaint Resolution

* Listen actively to client grievances and attempt to resolve Level 1 issues (e.g., general info, statement requests) immediately.

* Open formal tickets for Level 2 and 3 complaints and assign them to the correct department as per the SOP.

* Follow up with internal departments to ensure the client receives an answer within 24–48 hours.

D. Brand Ambassadorship

* Maintain an up-to-date knowledge of the company’s property portfolio and construction milestones.

* Provide a "luxury service" experience consistent with Dubai’s high-end real estate standards.

3. Required Qualifications & Experience

* Experience: 2-4 years in a call centre role (Real Estate Development in UAE).

* Skills: Excellent verbal and written communication in English (Bilingual English/Arabic or English/Russian is a major advantage).

* Technical: Ability to multi-task between the phone system and CRM software simultaneously.

* Attitude: High emotional intelligence and the ability to remain calm under pressure from demanding clients.

4. Performance Indicators (KPIs)

* Average Handling Time (AHT): Efficiently resolving calls without compromising quality.

* CRM Accuracy: 0% error rate in logging client contact details.

* First Call Resolution (FCR): Solving the client’s issue without needing a second call.

Job Type: Full-time