Customer Experience & Administrative Assistant

JOB PURPOSE:

The Customer Experience & Administrative Assistant at MPRIVĒ is responsible for managing first-line client communications, operating the central call centre setup, and providing high-level administrative support to the sales and management teams. This role ensures seamless office operations, absolute CRM data discipline, and a premium first-impression experience for all incoming leads and visitors.

CORE ROLES & RESPONSIBILITIES:

• Call Centre Operations: Manage all inbound and outbound corporate communications, filtering inquiries, screening cold leads, and routing high-value prospects to the appropriate Property Consultants.
• Administrative Support: Assist management and agents with daily administrative tasks, including drafting corporate letters, organizing schedules, and archiving internal records.
• Lead Distribution & CRM Management: Act as the primary gatekeeper for incoming property portal leads (Property Finder, Bayut, etc.), ensures immediate logging, and fair distribution within the company CRM.
• Listing Coordination: Assist agents in preparing property documents, uploading listings to portals, and verifying compliance with Dubai Real Estate Regulatory Agency (RERA) documentation (Form A/B/I).
• Front Desk & Hospitality: Greet high-net-worth clients upon arrival at the MPRIVĒ office, ensuring a luxury corporate hospitality experience.
• Data Verification & Cleaning: Conduct routine outbound verification calls to clean the existing database, updating outdated client profiles and property availability statuses.

JOB REQUIREMENTS & QUALIFICATIONS

• Education: Bachelor’s degree in Business Administration, Communications, Hospitality, or a related field.
• Experience: Minimum of 1 to 3 years of proven experience in Call Centre, Customer Service, or Administrative Support roles, preferably within the UAE real estate sector.
• Professional Licenses: Knowledge of RERA laws and Dubai Land Department (DLD) documentation is highly preferred but not mandatory.
• Language
  
  Skills:
  
  Exceptly verbal and written English communication skills; proficiency in Arabic and French.
• Skills: Advanced multitasking skills with a high proficiency in Microsoft Office (Word, Excel, PowerPoint).

JOB OBJECTIVES & TARGETS:

• Call Handling Volume: Maintain consistent handling of daily inbound and outbound communication targets.
• Speed-to-Lead Routing
  :
  Ensure all incoming digital leads are qualified and routed to agents in under 10 minutes.
• CRM Accuracy: Achieve 100% compliance in data entry accuracy, lead tracking, and system updates.
• Office Efficiency: Ensure 0% delay in administrative filing, contract archiving, and listing validation requests.

WORKING CONDITIONS & TOOLS:

• Work Environment: 100% structured office/front-desk environment requiring standard corporate business attire.

Behavioral

Competencies:

• Communication Excellence: Crystal-clear articulation, professional phone etiquette, and active listening capabilities.
• Organizational Rigor: High capability to multitask under pressure, prioritize workflows, and manage tight deadlines.
• Customer Centricity & Empathy: A strong service-oriented mindset, projecting warmth, luxury brand alignment, and helpfulness to every caller.
• Problem-Solving & Agility: Ability to handle difficult callers or unexpected administrative issues calmly and effectively.

Technical

Competencies:

• CRM & Database Administration: Proficiency in operating real estate CRM platforms (e.g., Hubspot, Property base, Salesforce).
• Portal & Listing Management: Familiarity with the backend systems of local real estate portals (PF Expert, Masterkey, Bayut Pro).
• Telephony & VoIP Systems: Expert knowledge in managing multi-line corporate cloud telephony systems and live routing.