Customer Support Representative

Born from the vision to elevate Dubai's global prominence, Wasl was founded on May 25, 2008, with the mission to transform the city into an even more captivating destination for residents, businesses, and visitors alike. Created from the union of the Dubai Development Board and Real Estate Department, Wasl embarked on a journey of seamless integration. This strategic merger not only streamlined operations but also empowered our team with enhanced expertise, enabling us to adopt dynamic, market-driven investment strategies.Today, Wasl stands tall as a cornerstone of Dubai's real estate landscape. As one of the city's largest and most diversified real estate management companies, we proudly oversee an expansive portfolio of landmark assets, entrusted to us by DREC and other esteemed partners.1. JOB DETAILSPosition Title: Customer Support RepresentativeReports to: Customer Support ManagerDivision: Property ManagementDepartment: Customer Support2. POSITION SUMMARYCustomer Support Representative is responsible for providing comprehensive administrative, operational, and coordination support to the Customer Support team to ensure smooth execution of sales transactions. The role supports end-to-end sales activities including documentation, system updates, client coordination, compliance with internal policies, and liaison with internal and external stakeholders. The position plays a critical role in maintaining accuracy, efficiency, and customer satisfaction throughout the sales lifecycle.3. JOB DIMENSIONSNumber of Staff SupervisedDirect Reports: Customer Support Team leaderTotal Reports: 04. KEY RESPONSIBILITIES AND PERFORMANCE STANDARDSKey Accountabilities:Key ResponsibilitiesSupport the Customer Support team in daily operations related to property sales transactions.Prepare, review, and coordinate sales documentation including reservations, contracts, SPAs, approvals, and related records.Ensure all sales documents comply with company policies, legal requirements, and regulatory standards.Coordinate with internal departments (Finance, Legal, CRM, E-Services, Property Management) to facilitate timely completion of sales processes.Update and maintain accurate records in sales systems (CRM / SAP / internal platforms).Follow up with clients for required documents, payments, and approvals to ensure timelines are met.Track transaction progress and provide regular status updates to the Sales team and management.Support handover processes and ensure smooth transition of completed sales to post‑sales or property management teams.Assist in resolving client inquiries related to documentation, procedures, and sales status.Maintain confidentiality and data integrity of customer and company information.Key Technical Skills and Knowledge:Technical CompetencyProficiency LevelManaging end-to-end sales transactions in line with approved processes, timelines, and compliance requirements.AdvancedHandling complex customer cases and escalations while ensuring high‑quality, professional, and solution‑oriented communication.AdvancedData Analysis & ReportingPreparing, analysing, and interpreting sales, service, and performance reports, including memos and data submissions to Finance.IntermediateSLA & Process ComplianceEnsuring adherence to defined Service Level Agreements (SLAs), internal controls, and operational policies.AdvancedTeam Coaching & MentoringSupporting junior staff through on‑the‑job guidance, training sessions, and constructive feedback.IntermediateBusiness Process ImprovementIdentifying opportunities for process optimisation, automation, workflow enhancement, and resolution of system‑related errors.Intermediate5. COMMUNICATIONS and WORKING RELATIONSHIPSInternal: Customer Service, Land & PM operations, legal & collection, sales, and Finance.External: Sales & Resales Executive , Customer Support through CRM, RERA, DLD, account Management ,Legal & collections Arifis .6. CONTEXT, WORK ENVIRONMENT AND DECISION‑MAKING AUTHORITYOperates in a fast‑paced, customer‑focused sales environment.Handles multiple transactions simultaneously with strict timelines.Works under established policies, procedures, and approval hierarchies.Decision‑making authority is limited to operational and administrative support within defined guidelines.Escalates exceptions, risks, or deviations to the Sales Manager or relevant authority.Requires high attention to detail, confidentiality, and professionalism.7. FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIESResponsible for ensuring accuracy of sales‑related financial documentation (prices, payment schedules, fees).Supports coordination of customer payments with Finance but does not approve or authorize payments.Ensures proper documentation to avoid financial discrepancies or delays.Contributes indirectly to revenue assurance by supporting timely completion of sales transactions.8. SELECTION CRITERIAQualifications and Experience (Essential):Bachelor’s degree in Business Administration or related field.Mini