Customer Support Associate

Customer Support Associate

Driven Properties is seeking a Customer Support Associate to join our Customer Care team. The ideal candidate will act as the first point of contact for clients, ensuring every inquiry is handled professionally, efficiently, and with a customer-first mindset.

We are looking for a proactive communicator who can thrive in a fast-paced real estate environment, is comfortable handling multiple channels of communication, and has a passion for delivering excellent customer service while supporting our sales and leasing teams.

Key Responsibilities

Client Communication & Support

• Act as the first point of contact for customers via phone, email, live chat, and in-person.
• Respond to inquiries related to property listings, company services, tenancy, and processes.
• Provide property details from listing portals such as Bayut, Property Finder, and Dubizzle, ensuring accurate and timely information.
• Connect clients directly to agents for urgent property-related queries.

Lead Qualification & Routing

• Qualify incoming leads by understanding client requirements, budget, and preferences.
• Route potential buyers/tenants to the appropriate property consultant or leasing agent for immediate assistance.
• Maintain an updated record of leads in the CRM system, ensuring accurate tracking and follow-up.
• Support the Sales team by ensuring hot leads are prioritized and acted upon quickly.

Issue Resolution

• Investigate and resolve customer complaints or service issues promptly and professionally.
• Liaise with relevant departments (Leasing, Sales, Property Management, Finance, etc.) to resolve client concerns.
• Escalate unresolved or complex cases to the Customer Care Manager while keeping ownership of follow-ups.

Administrative Support

• Process client service requests, tenancy documents, and status updates.
• Maintain accurate client files and service history records.
• Prepare regular reports on customer inquiries, lead conversions, and support performance.

Customer Experience Enhancement

• Collect and document customer feedback to improve service delivery.
• Contribute to FAQs, knowledge base updates, and process improvements.
• Promote company services by ensuring clients receive a smooth, positive experience from inquiry to deal closure.

Compliance & Professionalism

• Ensure all customer communications and lead management comply with company policies and UAE real estate regulations.
• Handle client data with confidentiality and professionalism.
• Uphold high ethical standards and represent the company positively.