Call Center Representative – Real Estate

About the role

A real estate company is looking for a customer-focused, articulate Call Center Executive to manage inbound and outbound customer interactions, give accurate information on its real estate projects and services, qualify and follow up on leads, and schedule appointments. Every interaction must be handled professionally and recorded accurately in the CRM. The position is full time.

Key responsibilities

• Handle inbound calls from existing and prospective customers in a professional and courteous way.
• Make outbound calls to prospects, leads and existing clients as required.
• Provide accurate information on projects, properties, payment plans, availability, facilities, locations and company services.
• Identify customer needs, qualify leads and transfer them to the right Sales or Customer Service team.
• Schedule property viewings, sales appointments, callbacks and other interactions.
• Follow up with leads and customers according to company procedure and handle complaints, escalating complex issues when needed.
• Maintain accurate customer data and call records in the CRM and coordinate with Sales, Marketing, Handover, Property Management and Finance.
• Follow call scripts, quality standards and policies, meet KPIs such as call volume, response time, lead conversion and customer satisfaction, and keep customer information confidential.
• Stay updated on current projects, promotions and policies, and take part in training, coaching and quality monitoring.

Required profile

• Diploma or Bachelor's degree preferred.
• 1-3 years of experience in a call center, customer service, telesales or real estate environment; UAE real estate experience is an advantage.
• Excellent English verbal and written communication; Arabic is an advantage.
• Strong customer service, interpersonal, follow-up, organisation and problem-solving skills.
• Ability to work under pressure and meet performance targets.

Required skills

• Comfortable with CRM systems, Microsoft Office and call-center software.
• Good telephone etiquette and active listening.