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.