Summary
wasl Asset Management Group is hiring a Customer Support Representative for its Property Management division in Dubai. The role handles customer inquiries, lease and ownership transactions, documentation, digital services, and payment coordination across property management, lands, freehold, and community management. Applicants need a high school diploma or a bachelor's degree in business administration or a related field, at least two years of relevant experience, and proficiency in SAP, CRM, and digital platforms. Knowledge of DLD, RERA, Ejari, UAE PASS, and payment gateways is desirable.
The posting
As published on wasl.ae. Pulled from the employer's site and shown as they wrote it.
About Us
Born from the vision to elevate Dubai's global prominence, Wasl was founded on May 25, 2008, with the mission to transform the city into an even more captivating destination for residents, businesses, and visitors alike. Created from the union of the Dubai Development Board and Real Estate Department, Wasl embarked on a journey of seamless integration. This strategic merger not only streamlined operations but also empowered our team with enhanced expertise, enabling us to adopt dynamic, market-driven investment strategies.
Today, Wasl stands tall as a cornerstone of Dubai's real estate landscape. As one of the city's largest and most diversified real estate management companies, we proudly oversee an expansive portfolio of landmark assets, entrusted to us by DREC and other esteemed partners.
JOB DETAILS:
Position Title: Customer Support Representative
Reports to: Customer Support Manager
Division: Property Management
Department: Customer Support (PM, Lands, Freehold & WCM)
POSITION SUMMARY:
The Customer Support Representative ensures smooth customer service and operational support across Property Management (PM), Lands, Freehold, and Wasl Community Management (WCM). The role involves handling customer inquiries, processing lease & SPA and ownership transactions, ensuring SLA compliance, and supporting digital service adoption.
JOB DIMENSIONS:
Number of Staff Supervised
Direct Reports: 0
Total Reports: 0
KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS:
Key Accountabilities:
Handle customer inquiries across PM, Lands, Freehold, and WCM via walk-ins, calls, emails, and portals.
Process residential/commercial leases, renewals, terminations, and land Main lease renewal and sublease transactions.
Support SPA issuance, DLD payment ®istration, resale NOCs, and UAE PASS digital signature processes for Freehold and PM .
Handle WCM service charge posting, and changing of ownership account in SAP.
Verify documentation, process Ejari, and ensure accurate system updates.
Coordinate with Finance on payment postings, refunds, and reconciliations.
Ensure compliance with company policies and regulatory requirements.
Key Technical Skills and Knowledge:
Technical Competency
Description
Proficiency Level
SAP & CRM Operations
Processing transactions, customer records
Intermediate
Leasing & Freehold Knowledge
Understanding of PM, Lands, and Freehold processes
Intermediate
Ejari & DLD Procedures
Documentation, regulatory knowledge
Intermediate
Digital Platform Support
Support UAE PASS, portal, and online transactions
Intermediate
Payment Coordination
Handling CDM, CyberSource, Noqodi, and finance
Intermediate
Customer Service
Communication and customer handling
Advanced
Quality Assurance
Ensuring transaction accuracy and compliance
Intermediate
Ethics & Corporate Governance
Adherence to policies and confidentiality
Advanced
COMMUNICATIONS and WORKING RELATIONSHIPS:
• Internal: Property Management, Lands, Freehold, WCM, Finance, Legal, Operations, IT, Business Excellence, AMSS, Inspection, Projects, WEC.
• External: Customers, Owners, Tenants, Buyers, DLD, RERA, Trustees, DEWA, Dubai Municipality, Courier Companies, Banks, CyberSource, Noqodi.
CONTEXT, WORK ENVIRONMENT AND DECISION-MAKING AUTHORITY:
• Works in a fast-paced, customer-facing environment with a mix of front- and back-office responsibilities.
• Decisions revolve around processing customer transactions accurately, ensuring compliance, and escalating complex issues when needed.
• Supports digital transformation initiatives, requiring adaptability to evolving systems and customer needs.
FINANCIAL RESPONSIBILITIES AND ACCOUNTABILITIES:
• Responsible for accurate processing of customer payments (cheques, CDM, CyberSource, Noqodi).
• Supports daily cash balancing and reconciliation with Finance.
• Handles cheque postponements, replacements, refunds, and ensures correct postings.
• Accountable for ensuring payment-related SLA compliance and accuracy.
SELECTION CRITERIA:
Qualifications and Experience (Essential):
High School Diploma or Bachelor’s Degree in Business Administration or related field.
Minimum 2 years of experience in customer service, leasing, Freehold, or property management operations.
Proficiency in SAP, CRM, and digital platforms.
(Desirable):
Knowledge of DLD, RERA, Ejari regulations.
Experience with UAE PASS and digital service channels.
Familiarity with payment gateways and financial coordination processes.
Note: This job description provides a broad indication of the role and responsibilities of the position. The position holder may be required to perform additional tasks and responsibilities not listed here, in line with organizational needs and changes in business priorities.
Our Values
At Wasl, we are more than just a real estate company. We are active contributors to Dubai's thriving economy, fostering enduring relationships with our valued stakeholders. Our customer-centric approach is rooted in trust, respect, and a relentless pursuit of innovation in every aspect of asset management.