Customer Service Advisor

The Customer Service Advisor will serve as the primary point of contact for clients, managing service requests, coordinating with technical teams, and ensuring exceptional customer satisfaction. This role requires excellent communication skills and a service-oriented mindset.

Key Responsibilities

Serve as the first point of contact for all client inquiries, requests, and complaints

Receive, log, and prioritize service requests through helpdesk system or CAFM software

Coordinate with site teams to assign and track work orders until completion

Communicate service schedules, updates, and completion status to clients

Monitor response times and SLA compliance for all service requests

Conduct follow-up calls to ensure customer satisfaction with completed work

Escalate urgent issues and critical complaints to management promptly

Maintain accurate records of all interactions, requests, and resolutions

Prepare regular reports on service request trends, completion rates, and client feedback

Coordinate scheduled preventive maintenance activities with clients to minimize disruption

Process service requests for permits, access cards, and facility bookings

Support the invoicing process by tracking billable services and work orders

Assist in conducting client satisfaction surveys and gathering feedback

Maintain positive client relationships through professional and courteous service

Support contract management activities and documentation

Qualifications & Requirements

Bachelor's degree or diploma in Business Administration, Hospitality Management, or related field

Minimum 2-4 years of experience in customer service, preferably in facilities management or real estate

Excellent verbal and written communication skills in English (Arabic is mandatory)

Proficiency in CAFM software, CRM systems, and MS Office applications

Strong organizational and multitasking abilities

Understanding of facilities management services and basic technical terminology

Professional appearance and demeanor

Ability to remain calm and professional under pressure

Problem-solving mindset with customer-first approach

Flexibility to work shifts if required

Key Competencies

Customer service excellence

Communication and interpersonal skills

Attention to detail and accuracy

Time management and prioritization

Patience and empathy

Coordination and follow-through

Conflict resolution

Job Type: Full-time

Pay: AED2,000.00 - AED2,500.00 per month