Client Support - Property Owners

About the role

This Client Support position is based in Dubai in a fully onsite environment. You will help property owners receive exceptional service by building strong owner relationships, answering enquiries quickly and precisely, and giving new clients a smooth onboarding experience.

Key responsibilities

• Respond to all owner queries and requests within the same business day.
• Review upcoming owner stays and make sure access codes and information are ready.
• Check passport and Emirates ID details for guests arriving soon.
• Monitor the Support Inbox, flag urgent requests and follow up on pending items from the previous day.
• Make welcome calls to new owners, explaining communication procedures, payout timelines and support processes.
• Maintain the Support Tracker with conversations, pending actions, approved improvements and completion status.
• Handle cancellation requests, review contracts and explore retention options, then coordinate with Accounts and Operations on handovers.
• Deal with payout queries, statements, payment holds and outstanding payments with Accounts.
• Review maintenance quotations and improvement proposals before sharing them, and follow up on owner approvals.
• Inform owners promptly about utility service interruptions and the steps taken to resolve them.
• Liaise with Accounts, Operations, Maintenance and Communications teams, escalate urgent issues needing management approval, and keep all important communications and actions documented.

Required profile

• At least 3 years of experience in client support, customer service, relationship management or property management.
• Experience in holiday homes, hospitality or real estate is preferred.
• Proactive, customer-focused and able to manage owner relationships professionally.

Required skills

• Strong coordination, organization and follow-up skills.
• Problem-solving ability and attention to detail.
• Able to manage several requests at once, prioritize tasks and coordinate across departments.