Job Description

Company Description

Property Shop Investment (PSI), established in 2007, is the No. 1 and largest private Real Estate Company in Abu Dhabi. PSI aims to influence major milestones, exceed expectations, and inspire people by providing a wide range of Real Estate Services. With a dedication to sustainable and dynamic performance, PSI has created a prominent brand recognition in the UAE Real Estate Market. The company offers property brokerage, development & consultancy services, real estate marketing, investment advisory, property appraisal, and property & facility management.

Role Description

The Interact Manager will act as a bridge between the interact agents and the management team. They are responsible for overseeing daily operations, ensuring quality service, and supporting the department in implementing strategic initiatives. The role involves managing a team of agents, monitoring performance, resolving escalated issues, and maintaining customer satisfaction within the real estate industry.

Responsibilities

Team Supervision:

• Lead and manage a team of interact agents, ensuring adherence to company policies, procedures, and real estate-specific guidelines.
• Provide guidance, coaching, and support to agents in handling complex customer queries related to real estate services.
• Assist in scheduling and assigning tasks to the team, ensuring balanced workloads and optimal coverage.
• Establishes all inbound and outbound workflows and monitors their effectiveness and efficiencies.

Performance Monitoring:

• Monitor call quality and agent performance through real-time monitoring and regular reviews.
• Track key performance indicators (KPIs) such as call handling time, customer satisfaction, and first-call resolution rates.
• Provide feedback and conduct performance evaluations to maintain high standards of service.

Escalation Management:

• Act as the first point of contact for resolving escalated calls and disputes.
• Collaborate with the supervisor or manager on complex or critical issues to ensure a prompt resolution.

Training and Development:

• Assist in training new agents and providing ongoing training for the existing team on real estate services and company protocols.
• Ensure agents are up-to-date on real estate trends, company offerings, and local regulations that impact customer inquiries.

Reporting:

• Prepare daily, weekly, and monthly reports on team performance, call volume, and customer feedback.
• Assist the supervisor and manager in analyzing data and identifying areas for improvement.

Customer Service Excellence:

• Promote a customer-centric culture by reinforcing the importance of delivering high-quality service in real estate inquiries.
• Ensure agents maintain professionalism and follow scripts when handling property-related inquiries, bookings, or complaints.
• Drives customer engagement with personalized, timely and relevant communications across all channels.

Qualifications

Educational Requirements / Qualifications:

• BS degree in Management information systems or related field or minimum of 5-year experience in digital transformation.

Experience:

• 5+ years of experience in a call center environment, preferably in real estate or property management.
• Digital customer background who understands how to use technology to deliver a better customer and user experiences, preferably coming from an eCommerce environment.

Skills and Competencies:

• Familiarity with CRM systems and call center software.
• Knowledge of the real estate market, property listings, and customer service best practices.
• Excellent communication and problem-solving skills.
• Ability to work under pressure and handle multiple tasks efficiently.
• Customer-focused approach with a deep understanding of real estate services
• Analytical mindset with attention to detail in monitoring performance metrics.
• Adaptability and continuous improvement attitude.

Job Type: Full-time

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• We must fill this position urgently. Can you start immediately?

Education:

• Bachelor's (Preferred)

Experience:

• Contact Center: 2 years (Preferred)
• CRM: 1 year (Preferred)

Language:

• Arabic (Preferred)