Client Support
Dubai, United Arab Emirates
Full timeOn-site
Job description
Role Overview
As a Client Support professional, you will play a pivotal role in ensuring property owners receive exceptional service as part of our team in Dubai, operating within a fully ONSITE environment. You will be responsible for fostering strong owner relationships, delivering rapid and precise responses to owner enquiries, and delivering a seamless onboarding experience for new clients.
Key Responsibilities:
- Manage owner communication and ensure all owner queries and requests receive a response within the same business day.
-
Review upcoming owner stays and ensure access codes and relevant information are ready.
-
Verify passport and Emirates ID details for upcoming guest check-ins.
-
Monitor the Support Inbox, identify urgent requests, and follow up on pending matters from the previous day.
-
Conduct Welcome Calls for new owners when properties go live, explaining communication procedures, payout timelines, and support processes.
-
Maintain and update the Support Tracker with owner conversations, pending actions, approved improvements, and completion status.
-
Manage owner cancellation requests by understanding the reasons, reviewing contractual terms, and exploring retention opportunities where appropriate.
-
Coordinate with Accounts and Operations regarding confirmed cancellations and property handover arrangements.
-
Handle routine owner payout queries and coordinate with Accounts regarding statements, payment holds, and outstanding payment requests.
-
Review maintenance quotations and improvement proposals before sharing them with owners, ensuring the scope and costs are clearly understood.
-
Follow up on owner approvals for maintenance work and property improvements, coordinating with relevant departments as required.
-
Inform owners promptly about utility-related service interruptions and actions taken to resolve them.
-
Liaise with Accounts, Operations, Maintenance, and Communications (Comms) teams to resolve owner concerns and ensure timely follow-ups.
-
Escalate urgent issues and matters requiring management approval to the appropriate stakeholders.
-
Ensure all important owner communications, approvals, and pending actions are accurately documented and tracked.
Key Requirements:
-
Minimum 3 years of experience in client support, customer service, relationship management, or property management.
-
Experience in holiday homes, hospitality, or real estate is preferred.
-
Strong coordination, organizational, and follow-up skills.
-
Strong problem-solving abilities and attention to detail.
-
Ability to manage multiple requests, prioritize tasks, and coordinate effectively across departments.
-
Proactive, customer-focused, and capable of managing owner relationships professionally.