Customer Care Officer

About the role

The Customer Care Officer will deliver exceptional service to owners and tenants across URC property projects. You will act as the primary point of contact for complaints, requests, and inquiries, ensuring timely resolution and high satisfaction.

Key responsibilities

• Receive and log complaints and orders via phone, email, Call Centre CRM, Property Management (PM) system, and Facility Management System (FMS).
• Investigate issues, record all communications, and forward matters to the appropriate department.
• Respond to inquiries and suggestions promptly through email or courtesy calls.
• Provide weekly reports on handled complaints, their status, and significant cases.
• Gather tenant and owner feedback on services such as maintenance, security, housekeeping, and hospitality.
• Manage customer care support for sub‑leasing tenants and assist handover teams.
• Engage with tenants through visits, calls, and written communication following URC standards.
• Coordinate with internal departments (FM, Leasing, Marketing, Operations) to align actions.
• Maintain confidentiality and support the line manager in meeting customer charter standards.

Required profile

• Bachelor's degree in a relevant field or equivalent experience.
• 3‑5 years of experience in customer care or related roles.
• Strong written and spoken English and Arabic.

Required skills

• Proficiency with Call Centre CRM.
• Experience using Property Management (PM) systems.
• Familiarity with Facility Management Systems (FMS).

What we offer

• Opportunity to work within a dynamic property management environment.
• Professional development and exposure to multiple internal departments.