Customer Support Officer (Violations)

About the role

Wasl, one of Dubai's largest real estate management companies, is hiring a Customer Support Officer (Violations) in its Property Management department. The officer handles customer inquiries, service requests, complaints and property or land violation cases, processes transactions and registers violations through CRM, SAP and approved digital systems. The role reports to the Customer Support Team Leader.

Key responsibilities

• Handle customer inquiries, requests, complaints and violation cases received by walk-in, call, email, portal, CRM and digital channels.
• Process transactions for leases, renewals, terminations, lands, Freehold and Wasl Community Management services.
• Update CRM, SAP and related systems with customer, property, ownership, case and transaction data, and support SPA issuance, resale NOCs, DLD payments, property registration, Ejari and UAE PASS digital signatures.
• Verify customer documents and register violations in the correct system with full case details, then upload inspection reports, photos, notices and approvals.
• Coordinate approved violation notices, corrective actions, response periods and follow-ups, and track cases against SLAs.
• Refer technical assessments, disputed findings, penalty decisions and legal matters to the responsible department, and coordinate payments, refunds and charge postings with Finance.
• Escalate complex complaints and disputes to the Team Leader, support CRM testing and digital service improvements, and comply with confidentiality and information-security requirements.

Required skills

• Advanced customer service and complaint handling.
• Intermediate proficiency in CRM, SAP, Ejari and DLD procedures, and digital platforms such as UAE PASS.
• Ability to coordinate payments and follow up with Finance.
• Accurate documentation and attention to detail.