Client Support

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.

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