Customer Service

Roles , Responsibilities, Duties

Revenue & Costs

• Follow up and update weekly on AR for all (Owners books, Provis Revenue).
• Ensure waiver requests are verified with supporting documents prior to submitting.
• Verify and follow up on outstanding rents pending from Government/Corporate Payers.
• Monitor and clear on daily basis the unidentified payments in bank accounts (Provis/Corporate).
• Collect bad debt and outstanding rent.
• Follow up on unidentified payments in bank accounts (PROVIS /corporate).

Customer

• Ensure attending all calls within maximum 15 minutes if weren't answered during another call with another customer/meeting another customer.
• To attend to customers' requests and enquiries on time.
• Tackle complaints related to maintenance before they are escalated.
• Implement the assigned corrective actions as a follow up from the customer satisfaction surveys.
• Escalate the complains to the line manager if beyond his authorities.
• Continuously feedback to the supervisors on customers' needs to be escalated in case of policies & procedures changes required.
• Maintain positive relationships with all clients.

Internal Business Processes

• Provide and maintain proper owner approval / confirmation before requesting RO validation.
• Tackle expired leases & bounced cheques and escalate to supervisor to take necessary action as per company policy.
• Maintain and update a renewal notices tracking report to the property supervisor for review.
• Maintain and update reports on outstanding rent balances / Pending SD and Rent Refunds / Status of Vacant Units / Days on Market / Outstanding Provis fees / Unposted Receipt Register.
• Verify Rent and SD refunds prior to submitting to Property Supervisor for approval and as per set KPIs.
• Prepare draft legal memos for defaulting customers as per set KPIs.
• Ensure the files are submitted to the property supervisor with all documents such as lease contract/Tawtheeq/cheques copies/receipts/tenant and owner documents
• Property Officer will develop a complete and thorough understanding of the assigned units' layout/unit mix/amenities/services, etc. The Property Officer should be able answer general and specific questions related to the assigned property and/or portfolio.
• Ensure posting all rental and other charges in the system, generating any resident invoices, and pursuing collections as necessary.
• Maintain key control on the property. Any missing keys must be immediately reported to the Property Supervisor.
• Preparing renewal notices after verifying and reviewing the owner's approval for the Property Supervisor signature.
• Property Officer to contact owners for their rent cheques and collection of all necessary charges (i.e. SC, PM, Maintenance)
• Property Officer to prepare NOC documents and checklist prior to submitting to the supervisor.
• Verify IBAN details of owners before they are submitted to supervisor for final review.
• Submit all payments made during the same day to the cashier with the control sheet.
• Upload all documents on Document Management System (DMS) or the assigned shared folder for all renewals and new leases (complete documents not only the lease and tawtheeq). maintain physical files in cabinets.
• Handling and issuing the new leases and renewals
• Answering calls, take messages and ensure business associates, customers & clients are called back promptly, and reply to emails within 1 working day.
• Schedule and attend the Move (IN-OUT) inspections and ensure the unit is ready on time.
• Submit the move out segregation report to the technical team (Tenant / Owner) within 24 hours.
• Ensure units are ready within 7 days of receiving the PO, and prepare the needed documents to get the owner approval in case the quotation exceeds the SD amount.
• Update the supervisor to update unit status on availability.
• Handle the keys with tenants and sign off on inspections with tenants.
• Daily review of SRs and follow up with owners for approvals and payments Vacant unit's inspection minimum once a month.
• Submitting the contract for signature within 1 working day of the renewal.

Learning & Growth

• Attend all assigned training courses.
• Maintain a positive environment with other colleagues.

Health & Safety

• Health & Safety
• Property Officer should report any issues or concerns to the Property Supervisor. The Property Officer should also ensure that the Property Supervisor is informed of activity on-site that occurs in his/her absence
• Not engage in any improper conduct that could endanger their own safety or health or that of anyone else.
• Comply with relevant Provis's Quality Policy and HSE policy and HSE procedures and AD ESHMS regulations, technical guidelines and code of practices, other applicable regulatory requirements, sector regulatory authorities including Civil Defense, Abu Dhabi municipality, Articles and decrees of Ministry of Labor, other UAE laws which are applicable during the course of performing work for on behalf of Provis.

Protecting their own safety and health, as well as the safety and health of anyone

Who May be affected by their acts or omissions at work.

• Ensuring that they are not under the influence of any intoxicant to the extent that they could be a danger to themselves or others while at work.
• Participate in safety and health training offered by their Manager/Supervisor or from Provis HSE personnel

Qualification:

Minimum High Diploma in studies related to the field (i.e. economics/business admin/etc.)

Experience:
Customer Service 2+ years is preferred

Skills:

1. Should be able to work independently with minimal supervision.
2. Should be flexible and able to adapt to ever changing business needs.
3. Should be self-motivated and yet a team player.
4. Should have the ability to work effectively in a complex and demanding environment.

5. Should have an excellent grasp of

6. Written and spoken English.

7. Clear and concise communication ability.

8. Be able to work effectively in a multi-cultural environment.

Measurable Objectives:

1. Monthly renewals report / daily new lease report – New Offers report / unposted receipts register / Pending Refunds and other finance & PM reports.
2. Attendance / complaints and compliments from customers.