Customer Service Representative

A Customer Service Representative (CSR) in the housekeeping industry acts as the main point of contact between clients and the service team, ensuring smooth communication, service scheduling, complaint resolution, and high customer satisfaction.

Key Responsibilities

• Handle customer enquiries via phone, email, or WhatsApp
• Schedule housekeeping services and coordinate with operations teams
• Prepare quotations and follow up with clients
• Address customer complaints and ensure timely resolution
• Maintain service records and client database
• Coordinate with supervisors to ensure service quality
• Provide updates to clients on service progress
• Upsell additional cleaning or maintenance services
• Ensure customer feedback is collected and recorded

Key Skills

• Excellent communication and interpersonal skills
• Strong problem-solving ability
• Customer-focused mindset
• Time management and multitasking
• Basic knowledge of cleaning services and equipment
• Computer skills (MS Office, CRM systems)
• Ability to handle difficult customers calmly

*

• Qualifications
• High school diploma or bachelor’s degree (preferred)
• Experience in cleaning, facilities management, hospitality, or service industry
• Customer service experience is highly valued

KPIs / Performance Measures

• Customer satisfaction score
• Response time to enquiries
• Complaint resolution time
• Client retention rate
• Booking conversion rate

Work Environment

• Cleaning companies
• Facilities management companies
• Hotels or serviced apartments
• Maintenance service providers

Job Type: Full-time

Pay: AED2,500.00 - AED3,000.00 per month

Experience:

• customer service: 2 years (Required)