Customer Service Officer-MPM (Outsource)

Role : Customer Service Officer (Outsource)
Location : Abu Dhabi

Role Purpose:

1- Attend tenants (private and from government entities) in order to facilitate in issuing new leases renewing of existing leases termination of leases issuance of Tawtheeq (Municipality) contracts. Attending tenants with their various kind of Multiple requests and complaints etc.

2- Work according to established SOPs policies & procedures and Property Operations guidelines.

3- Provide high quality of 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 & procedures KPIs work flow processes and service level agreements (SLAs) to improve the operating quality and efficiency of the department.

Assignments:
Issuing of new lease contracts after receiving terms & conditions of lease from Agency Team.

• Renewal of existing leases as per market rate already updated in Oracle.
• Termination of lease contracts as per the new applied process.
• Collection of approved rental amount security deposit and MPM standard fee and charges without any error.
• Collecting valid documents from the tenants at the time of any kind of transaction.
• Reconciling cash and cheques received during the day with Daily Cashier Collection Report and handover collection to Cashier.
• Attending and solving issues relating to customers in a highly professional and decent way in order to provide a satisfactory service to customers on an ongoing basis.
• Ensure regular daily transactions are completed and required supporting documents/approval are obtained and scanned in the system.
• Responding customers queries through calls letters/e-mail fax etc.
• Receive and submit customers multiple requests/queries with all required documents and to collect MPM standard fee/charges.
• Liaising with MPM other departments (i.e. legal Property management FM etc) with regard tenants requests.
• Updating tenants contact details in regular basis.
• Communication/Working relationship; regular contact with Line Manager and externally with Private entities and other tenants.

System Updating:

• Updating of Oracle with latest contact details of tenants i.e. Mobile numbers land line fax number e-mail addresses P.O. Box etc.
• Scanning of all transaction documents i.e. signed lease contracts Tawtheeq contracts supporting documents etc.

Specialist Skills / 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 & English
• Strong work ethics
• Team Work
• Work under pressure.

Previous experience:

• 1-3 years work experience in customer service or a relevant role in property management is preferred.
• Qualification; Preferably bachelors degree