Job Description

We are looking for a male and female experienced and customer-focused Call Centre Agent to join our Community Management team. The ideal candidate will have a minimum of 3 years of experience in the real estate industry and be fluent in Arabic. In this role, you will be responsible for managing inbound and outbound communication, resolving tenant and landlord queries, and ensuring a high level of customer satisfaction.

• Answer inbound calls, emails, and other communication channels from tenants, landlords, and prospective clients in a timely and professional manner.
• Make outbound calls to tenants and landlords for follow-up purposes, reminders, and resolving pending issues.
• Provide clear, accurate, and relevant information regarding property leasing, maintenance requests, rent payments, and community-related inquiries.
• Address tenant and landlord queries, concerns, or complaints promptly and effectively, ensuring a positive customer experience.
• Resolve issues related to lease agreements, maintenance requests, payment queries, and other community management-related matters.
• Escalate complex or unresolved issues to the appropriate department or senior management.
• Maintain clear communication with tenants, landlords, and prospective clients, ensuring their needs are met and they are informed at all stages of their queries or requests.
• Build and maintain positive relationships with all customers to ensure a high level of customer satisfaction and retention.
• Keep accurate records of all calls, emails, and other communications in the CRM system.
• Ensure that all tenant and landlord details, requests, complaints, and service issues are properly logged and tracked for follow-up.
• Stay informed about property offerings, community guidelines, policies, and procedures to provide accurate information to clients and resolve inquiries effectively.
• Guide tenants and landlords about ARADA’s policies, including lease terms, payment schedules, and maintenance protocols.
• Regularly report on customer interactions, issues raised, and resolutions provided to management.

Provide feedback on recurring issues or trends to improve service quality and community management processes.