Customer Care Specialist

Job Description
  • To ensure the highest standards of service quality and customer satisfaction within the realm of the various property management services, encompassing quality monitoring, complaint resolution, feedback collection, and communication with tenants and to maintain quality standards, responding to incidents, and deliver a seamless customer experience
Skill Requirements
  • Expert in MS Office
  • Familiar with using various software systems and data analysis tools
  • Strong English and Arabic language skills (with native-level proficiency in the Kuwaiti dialect
  • 5-8 years of prior experience in facilities & Properties Management.
  • Strong interpersonal and communication skills
  • Strong problem-solving abilities and analytical abilities
  • Works well under pressure.
  • Experience in customer service, quality assurance, or a related role Knowledge of facilities management and property services is a plus.
  • Ensures Quality Assurance through the monitoring, inspection, and recommendation of actions to address or enhance unresolved issues within the facilities management services, all aimed at achieving quality standards.
  • Implements procedures for handling complaints/ requests raised by the occupants/tenants
  • Implements procedures for obtaining feedback from the tenants.
  • Supports and advises tenants using URC organization's products or services.
  • Communicates and engages with tenants through personal visits, phone conversations, email correspondences, and written communications, adhering to URC's exacting communication standards and protocols.
  • Solves customer complaints immediately or any major incidents
  • Segregates, directs and categorizes escalated customer/tenant inquiries received via the call centre, CRM, PMD, or FMS system to the appropriate internal departments (property management), including leasing, facility management, and operations.
  • Provides a weekly report to the VP with a summary of handled complaints and requests, and their latest status, details of significant ones, and communications made with tenants, residents.
  • Provides daily, weekly, and monthly statistical reports as appropriate and analyses statistics to determine the level of customers and predicts the most frequently used services by customers, works on enhancing them, identifies fewer desirable services for improvement, and assesses the strengths and weaknesses of these services.
  • Prepares and implemenst the SLAs between the customer care department and other departments teams which define response and resolution times for different types of requests and ensure that these SLAs are consistently met.
  • Prepares the data related to request types, response times, resolution rates, and customer feedback and provide to the VP.
  • Routes the queries raised by prospective customers to the Leasing team for taking forward.
  • Obtains customer satisfaction feedback on the various property management services like Security, Housekeeping, maintenance, hospitality etc.
  • Maintains operational dashboards and generates periodic analytics reports related to Customer Care unit to Management.
  • Keeps update with changes of URC's products or services  

Job Summary

  • Job Title Customer Care Specialist
  • Location Kuwait
  • Function Property Management & Leasing
  • Qualification Bachelors
  • Date Posted 30-10-2023
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